Supervisor, Customer Service (Eastern Time Zone)

CVS Health is building a world of health around every individual, focusing on creating a more connected and compassionate health experience. The Supervisor, Customer Service will manage a team responsible for member satisfaction and retention by delivering competitive services efficiently.

Responsibilities:

• Lead, coach, and develop a team of 15–25 employees
• Monitor performance metrics (quality, productivity, schedule adherence) and address gaps
• Provide ongoing feedback through call monitoring and regular check-ins
• Complete monthly and annual performance scorecards
• Recognize and reward team and individual achievements
• Partner with internal stakeholders to meet service center goals
• Identify trends, remove performance barriers, and support continuous improvement
• Support hiring, retention, and enforcement of HR policies (attendance, leave, conduct, disciplinary guidelines)

Requirements:

• 2+ years experience in Commercial Service Operations
• Strong communication, time management, and coaching skills
• Working knowledge of Microsoft Office
• Proven ability to lead teams of 15–25 employees
• Demonstrated success in current role
• High School Diploma or GED required
• 2+ years of call center or claims experience
• Prior leadership experience in a healthcare environment