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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.

Position Summary

Manages the day to day operations of a team of Employee Assistance Program Worklife (EAP) Member Service Support personnel in a 24- hour call center operation. Coaches and mentors’ employees, assisting with members requesting assistance with their Worklife, and behavioral health resources and services. Builds a cohesive team through collaboration, inclusion, and diverse thinking.

Must be able to work in a fast-paced environment and able to pivot efficiently and still meet all deadlines. Responsibilities include participation in the hiring process, provision of guidance and direction to staff, schedule preparation and management, ensuring adherence to standard operating procedures, staff training, problem solving and follow-up, performance monitoring and evaluations, including corrective action, and data gathering and report preparation.

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Position Overview

• Schedule: Overnight shift on Tuesday - Saturday

What you will do

• Supports and leads team of customer service representatives and provides trainings and updates on communications, customer service standards, daily expectations, and de-escalation techniques.
• Collaborate with department leadership to develop, train coach and mentor team members.
• Develops, motivates, evaluates, and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.
• Available to staff to answer questions, monitor calls and give ongoing feedback/coaching.

• Assess individual and team performance on a regular basis and provides candid and timely feedback regarding developmental and training needs.
• Monitors all performance measures such as daily stats, schedule adherence, allocates resources to meet volume and performance demands.
• Acts as liaison between staff and other areas, including management, all segments, provider teams etc.
• Proactively analyzes consistent data, identifies trends and issues.
• Recognizes and acts on the needs to improve the development and delivery of products and services.
• Clearly identifies what must be accomplished for successful completion of business objectives.

Required Qualifications

• Overnight shift experience.
• 2-3 years of demonstrated leadership abilities (eg. having Direct Reports or having Team Lead experience).
• 2-3 years of experience with outbound/inbound call center environment.
• Experienced in a social, psychological, or human service field providing client support.
• Excellent computer skills including MS Office applications such as Excel, Word and Outlook.

Preferred Qualifications

• Leadership in a Call Center environment.
• Working knowledge of collaboration and teamwork.
• Working knowledge of execution and delivery (planning, delivering, and supporting) skills.
• Adept at growth mindset (agility and developing yourself and others) skills.
• Mental health and human services background preferred
• Experience working in RFL/Employee Assistance Program
• Associate's or bachelor’s degree in a social, psychological or human service field or equivalent experience preferred
• Bachelor of Arts or Bachelor of Science Degree preferred.
• Access to Broadband or Fiber internet with minimum speed of 25mbps/3mbps; higher speed may be needed for proper internet performance based on the internet usage of others in the household during your scheduled working hours. Must be hard wired into your internet modem and not work off of Wi-Fi.

Education

• High School Diploma/GED

Pay Range

The typical pay range for this role is:

$43,888.00 - $85,068.00

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.