Supervisor, Sales Excellence, CVS Health

CVS Health

Location:
United States, Illinois

Category:
Customer Service

Contract Type:
Employment contract

Salary:

51658.00 - 89199.00 USD / Year

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Job Description:

The Supervisor will assist as the Outreach Call Center continues to grow and further expand its role in the centralized outreach process. The primary responsibility of this role is co-leading the daily operations of the call center ensuring the call center exceeds the KPI goals set by the company.

Job Responsibility:

Monitor and evaluate Agent performance trends based upon a set of predetermined Key Performance Indicators (KPI's) and provide individual coaching/feedback to Agents to ensure all goals are met, performance improvement is tracking and policy/procedure standards are adhered to
be the constant presence on the production floor (in person or virtually) and actively interact with Agents to ensure that they are engaged in productive work and systems are functioning properly
work with Leaders to ensure that underperforming Agents meet expectations through the creation and implementation of written action plans
resolve customer escalations
participate in Agent interviewing and selection process
provide ad hoc coaching to enable Agent's performance meets or exceeds expectations
provide real-time management to the floor by ensuring Agents are productive so that Abandon rates, response time expectations and funnel management are exceeded via monitoring of systems/queues/dashboards
comprehensive knowledge of call center metrics and drivers
subject matter expert on call center processes, procedures and systems
work with department training to ensure all new information is coordinated in new hire orientation
provide proactive solutions to contribute to the smooth running of the call center
ensure Agent adherence to schedules
facilitate and participate in team meetings
promote an environment of continued improvement and best practices.

Requirements:

Bachelor's degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience
previous call center experience required
prior supervisory or leadership experience preferred
proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook or Google equivalents
excellent oral and written communication skills
strong organizational and interpersonal skills
schedule flexibility
effective time management and driven to meet deadlines
analytical and problem-solving skills
ability to function in a fast-paced and agile environment
dependability regarding completion of assignments and attendance
set the example for best practices.

Nice to have:

Prior supervisory or leadership experience
outstanding phone demeanor and etiquette
computer proficiency including Google Docs, Sheets and all systems related experience: Greenway, Availity, eCare, Zoho, etc.

What we offer:

Generous retirement options, paid vacation and sick time, as well as health, vision and dental benefits
affordable medical plan options
401(k) plan (including matching company contributions)
employee stock purchase plan
no-cost programs including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
dependent care resources
colleague assistance programs
tuition assistance
retiree medical access
flexible work schedules.

Additional Information:

Job Posted:
May 09, 2025

Expiration:
September 20, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Supervisor, Sales Excellence