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At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

Responsible for the overall supervision of Customer Service employees that assist our agents. Accountable for agents’ satisfaction, retention, and growth by efficiently delivering competitive services to our agents. Is visible and available to staff to answers questions, monitor calls and give ongoing feedback. Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives. Remove barriers to job performance and ensures regulatory compliance. Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Clearly identifies what must be accomplished for successful completion of business objectives. Effectively applies and enforces Aetna HR policies and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines. (*)

What you will do

+ Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly, bi-annual and annual performance reviews.

+ Monitor team performance and provide feedback for performance reviews and development plans.

+ Review call handling and call metrics regarding team performance

+ Ensure training needs are met by providing more focused training/mentoring for newer team members.

+ Acts as liaison between staff and other areas, including management, all segments, etc., communicating workflow results, ideas, and solutions.

+ Drive process improvements and interdepartmental projects.

+ Recognizes and acts on the needs to improve the development and delivery of products and services.

+ Proactively analyzes constituent data, identifies trends and issues.

+ Consults cross-functionally with other departments to influence and promote change, to continually deliver quality service to both internal and external customers.

Required Qualifications

+ Experience with sales/call center environment.

+ 1-2 years of leading a team of 10-12 people

+ 2 years leading customer service team.

+ Medicaid or Medicare Experience

+ Proficient in Microsoft Office Suites

Preferred Qualifications

+ Experience in healthcare environment

Education

+ High School Diploma required; associate’s degree preferred.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$46,988.00 - $102,000.00

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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .

+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 09/15/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. 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.