Supervisor, Contact Center Service

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Title: Supervisor, Contact Center Service

Company: Oak Street Health

Location: Remote

Role Description:

The CC (Contact Center) Service Supervisor helps us meet the goal of successfully managing comprehensive care and providing an unmatched patient experience to all Oak St Health patients. The Supervisor is responsible for providing quality and efficient service to patients through the daily supervision of a team of advocates within the region, including, but not limited to, monitoring, motivating, recognizing, coaching, counseling, training, and resolving patient issues, when possible and communicating patient needs and requests to the care teams in the clinics. Additionally, the position assists the manager with developing, analyzing, and implementing staffing, scheduling, and reward/recognition programs.

Core Responsibilities:

• Supervise a team and responsible for performance management and providing feedback in collaboration with the manager of the team

• Provide daily direction and communication to advocates to ensure patient calls are answered in a timely, efficient, and knowledgeable manner

• Provide continual evaluation of processes and procedures.

• Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external staff

• Provide statistical and regular performance feedback and coaching to each team member

• Write and administer performance reviews for skill and behavior improvement

• Ensure agents have appropriate training and other resources to perform their roles

• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level

• Work as a member/leader of special or ongoing projects that are important to area/process development

• Establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives

• Use appropriate judgment in upward communication regarding department or advocate concerns

• Partner with colleagues to reach and maintain call center target metrics to ensure delivery of a positive patient experience

• Other duties as assigned.

Working Conditions:

• Environment: Remote office setting with a focus on phone-based interactions.

• Hours: Assigned schedules of 40 hours per week; schedule assignments vary based on business needs. The Service Excellence Contact Center is open 24/7; some schedules may include one weekend shift.

Remote Work Requirements:

• Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems

• Prior remote work experience

• Ability to obtain high-speed internet and hardwire equipment to router/modem

• Distraction-free and private remote work environment required as well as reliable dependent care during working hours

• Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center

• Ability to participate in classroom-style remote training sessions

• An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

What are we looking for?
 

• At least 6 months experience supervising in a high-volume call center

• High School diploma or equivalent required, undergraduate degree preferred

• Ability to multitask, prioritize, and manage time effectively

• A flexible and positive attitude

• Effective communication and organization skills

• Outstanding phone demeanor and etiquette

• High level of integrity

• Computer proficiency, including Google Docs and Sheets

• Problem Solving/Analysis

• US work authorization

Anticipated Weekly Hours

Time Type