Supervisor, IT Cust Svs & Supt, CVS Health

CVS Health

Location:
United States, Chicago

Category:
IT - Administration

Contract Type:
Not provided

Salary:

43888.00 - 93574.00 USD / Year

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Job Description:

Manages day-to-day operations of the technical support team, ensuring efficient service to end users. Leads team in processes including documenting solutions, contributing to knowledge bases, and analyzing incident trends to improve processes and enhance user experience.

Job Responsibility:

Oversees and manages a team of Technical Support Representatives and support staff to ensure excellent customer service delivery and efficient operations
Handles escalated customer issues and complex cases that require a higher level of expertise or decision-making
Conducts training sessions, provides feedback, and supports the professional growth of their team
Monitors the performance of Technical Support Representatives and support staff, conducts regular performance evaluations, and provides ongoing feedback for improvement
Implements quality assurance processes to ensure consistent and high-quality customer service
Collaborates with cross-functional teams to streamline workflows, enhance efficiency, and implement best practices for delivering exceptional customer support
Participates in customer meetings, addresses concerns or inquiries, and works closely with account managers and sales teams to ensure customer satisfaction and retention
Generates reports and analyzes customer service data to identify trends and track performance metrics in order to formulate optimal data-driven decisions
Provides leadership and guidance to a team of Technical Support Representatives and support staff by setting performance expectations, establishing work schedules, and assigning tasks to ensure the team operates effectively and efficiently

Requirements:

3 years of relevant work experience
Supervisory Experience
Working knowledge of collaboration and teamwork
Working knowledge of execution and delivery (planning, delivering, and supporting) skills
Working knowledge of business intelligence
Working knowledge of problem solving and decision making skills
Adept at growth mindset (agility and developing yourself and others) skills

Nice to have:

3 years of Supervisory Experience (with a team size of greater than 5)
HDI Certification
Healthcare Experience

What we offer:

Affordable medical plan options
401(k) plan (including matching company contributions)
Employee stock purchase plan
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access

Additional Information:

Job Posted:
June 18, 2025

Expiration:
September 11, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Supervisor, IT Cust Svs & Supt