Supervisor, Contact Center Service

About the Role

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Responsibilities

• Supervise a team and provide performance management and 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.
• Continuously evaluate processes and procedures.
• Suggest 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 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 important to area/process development.
• Establish work procedures and processes that support 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 a positive patient experience.
• Other duties as assigned.

Requirements

• 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.
• Flexible and positive attitude.
• Effective communication and organization skills.
• Outstanding phone demeanor and etiquette.
• High level of integrity.
• Computer proficiency, including Google Docs, Sheets, and basic Google Suite skills.
• Problem‑solving and analytical abilities.
• U.S. work authorization.
• Proficient PC skills, computer literacy, and ability to navigate systems.
• Prior remote‑work experience.
• Ability to obtain high‑speed internet and hard‑wire equipment to a router/modem.
• Distraction‑free, private remote work environment and reliable dependent care during working hours.
• Ability to provide own transportation for on‑site support within 50 miles of an OSH location/center.
• Ability to participate in classroom‑style remote training sessions.
• Understanding of the high level of conscientiousness, professionalism, and reliability required in a remote work environment.

Schedule

• Remote office setting with a focus on phone‑based interactions.
• Assigned schedule of 40 hours per week; schedule assignments vary based on business needs.
• The Service Excellence Contact Center operates 24/7; some schedules may include one weekend shift.

Pay

The typical pay range for this role is $43,888.00 – $76,500.00. This range represents the base hourly rate or base annual full‑time salary for all positions in the job grade. The actual base salary offer will depend on 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.

Benefits

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. Benefits include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details are provided during the application process and on Benefits Moments.