CVS Health Hiring for Call Center Team Lead, Customer Relations at Rhode Island Full Time

As the Call Center Team Lead, you will serve as the primary contact for questions from team members, other business units, and internal and external customers. You will assist the supervisor in daily activities to ensure exceptional customer service is maintained. You must be able to triage tasks, balance efficiency with accuracy, work both independently and as a team in a fast- paced environment. You will require strong leadership experience with high caliber organizational skills, as well as highly effective written and oral communication skills that are representative of CVS Health.

Responsibilities will consist of all the following but are not limited to:

• Assist with designing and updating procedures for tasks and transactions.
• Assist the leader ship team with coordinating, monitoring, and assigning offline work and incidents as well as monitoring, ing, and analyzing real time adherence and call center metrics to improve the customer experience.
• Responsible for responding to supervisor escalations from internal contacts and field leadership.
• Assist with coaching, developing ad motivating team members; facilitate team meetings and training sessions.
• Responsible for completing QA call monitors to ensure CR quality standards are upheld and enforced according to HIPAA compliance and company guidelines.
• Serve as a resource for team members who need guidance or support interpreting department/company policies & procedures.

Available Shift
1 – Tuesday-Saturday, 10:00am to 6:30pm EST

Pay Range
The typical pay range for this role is:
Minimum: 18.50
Maximum: 34.60

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit

jobs.CVSHealth.com/benefits

Required Qualifications

• 1+ year(s) of experience in retail healthcare, preferably in a high volume call center

Preferred Qualifications

• 6 months+ of CVS Customer Relations policies

and procedures experience strongly preferred

• Microsoft Office knowledge, including Word, Excel, Access, and PowerPoint
• Previous leadership experience

Education

• Verifiable High School diploma, GED or equivalent work experience is required
• Bachelor’s degree is preferred

Business Overview
Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.