CVS Health

Phoenix, Arizona, United States

LOA Call Center Supervisor

Posted over 1 month ago

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Job Description

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.

Accountable for the delivery of outstanding Absence Management and related Colleague Services through team management, education, development and motivation of the CVS Health Call Center Team and an internal commitment to colleague needs. Responsible for providing the enterprise with a Center of Excellence that supports leave administration under federal, state and company leave policies. Ensure the highest possible level of colleague service by providing colleagues with the tools, knowledge, technology, HR data and business unit support.

  • Directly supervise a team of 20 to 25 Call Center Representative, Enterprise Absence Management to include selection, recognition, coaching and performance assessments.
  • Support the Call Center Manager, Enterprise Absence Management in leading a delivery model that reflects empathy and care for our colleagues and fosters an environment where measurement, quality, and continuous improvement / best practices are valued and rewarded.
  • Review and partner with Quality Assurance Specialists and Trainers to identify and collaborate on enhanced / improved training curriculums supporting an improved colleague experience.
  • Ensure the Call Center is meeting or exceeding call center metrics around average speed of answer, abandoned rate, average handle time and other key metrics identified.
  • Resolve tier 2 and tier 3 escalations from Call Center Representatives; gather colleague information, call colleague with resolution and document problem history / detail in Salesforce and / or myLeave.
  • Recommend to the management team programs and practices that will enhance productivity, reduce costs, maintain / exceed service levels and support a center of excellence.
  • Assist Call Center Representatives with escalated issues to ensure unique circumstances are handled within the scope of federal, state, and company policies and raised proactively to management as needed for appropriate resolution.
  • Collaborate with other Call Center Leads and the Call Center Manager, Enterprise Absence Management to attend meetings with colleagues, leaders, or HRBPs as needed to resolve high level leave issues.
  • Work with the Call Center Manager, Enterprise Absence Management to manage workload and staffing, understand and predict workload changes and respond in advance to maintain consistent levels of colleague service.
  • Provide mentoring, coaching and support to develop Call Center Representatives to prepare them for a career path within the Leave of Absence Department and / or the organization.

Job Requirements:

  • 2+ years of Call Center experience.
  • 2+ years of FMLA, State Leaves, Disability and HR experience

Preferred Qualifications

  • Knowledge of call center applications such as IEX, Avaya and CMS is preferred.
  • A strong commitment to Customer Service as exemplified by behaviors and disposition.
  • Ability to work independently and as part of a team environment.
  • Excellent written, verbal and listening skills to reflect a friendly, positive disposition.
  • Demonstrated ability to maintain work in the strictest of confidence.
  • Demonstrated ability to problem solve and apply critical thinking skills, including the ability to think analytically and creatively, under pressure, to solve problems
  • Strong organizational and data entry skills with a strict attention-to-detail.
  • Ability to plan and prioritize workloads, both independently and in a team environment with minimal supervision.
  • Demonstrated ability to think strategically and creatively toward continuous improvement of operations both technically and functionally.
  • Ability to consistently and efficiently follow through on problems to provide resolution that is satisfactory to the customer.
  • Demonstrated ability to multi-task while consistently meeting deadlines.
  • Proficiency with MS Office Products.
  • Regular and predictable attendance is required.

Pay Range

The typical pay range for this role is:

$40,600.00 - $83,400.00

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.

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 Companys 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

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.