Sr. Supervisor, Service Excellence Contact Center, CVS Health

Sr. Supervisor, Service Excellence Contact Center

CVS Health

Location:

United States, Charlotte

Category:

Customer Service

Contract Type:

Employment contract

Salary:

46988.00 - 102000.00 USD / Year

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Job Description:

The Sr. Supervisor, Service Excellence Contact Center at Oak Street Health will manage a team of patient advocates, ensuring quality service and delivery of an unmatched patient experience through supervision, training, evaluation, and process improvement. This role involves performance management, mentoring, driving call center target metrics, and identifying process improvements while acting as a liaison with internal departments and external patient requests.

Job Responsibility:

Supervise a team of 15-18
Provide daily direction and communication to advocates
Evaluate processes and suggest improvement methods
Deliver statistical and performance feedback
Administer performance reviews
Ensure advocates have training and resources
Maintain a high-quality work environment
Lead special projects
Establish work procedures supporting departmental standards
Act as a mentor and coach
Partner with colleagues to reach call center target metrics
Coach and develop advocates
Act as subject matter expert for other supervisors
Monitor calls and drive team member engagement

Requirements:

Desire to lead a team
Flexible and positive attitude
Communication proficiency
Organization skills
Outstanding phone demeanor and etiquette
High level of integrity
Computer proficiency including Google Docs and Sheets
Problem Solving/Analysis
Embodying being 'Oaky': creating an unmatched patient experience, driving clinical excellence, taking ownership and driving for results, being scrappy, radiating positive energy, assuming good intentions

Nice to have:

Experience in project leadership
Expertise in upward communication
Developing advocates and closing skills gaps
Proactively identifying process gaps and recommending solutions

What we offer:

Paid vacation/sick time and holidays
Health, dental and vision insurance
Retirement options
Beautiful working environment
Supportive and fun culture
High levels of responsibility
Rapid advancement opportunity
Employee stock purchase plan
Wellness screenings
Tobacco cessation and weight management programs
Confidential counseling
Financial coaching
Flexible work schedules
Tuition assistance

Additional Information:

Job Posted:

March 19, 2025

Expiration:

September 17, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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