Customer Relations Call Center Manager
CVS Health
full-time
Posted on:
Location Type: Remote
Location: Florida • Rhode Island • United States
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Salary
💰 $54,300 - $145,860 per year
About the role
- Lead, coach, and develop a large operational organization including 10+ frontline supervisors and 200+ colleagues supporting inbound customer service, escalations, pharmacy inquiries, fraud prevention, payment transactions, and blended offline workstreams (grievances, Medicare/Medicaid, email operations, customer insights, etc.) in a virtual, omnichannel setting
- Oversee daily operations and performance across multiple customer contact channels including phone, email, escalations, pharmacy support, fraud, payments, and regulated healthcare workflows
- Use advanced analytics, dashboards, and AI-driven insights to guide decisions, improve efficiency, reduce customer friction, and ensure service reliability
- Partner cross-functionally with Workforce Management, Quality, Analytics, IT, Pharmacy Ops, Compliance, and vendor partners to optimize performance and drive continuous improvement
- Present actionable insights and recommendations to senior leaders and stakeholders
- Lead strategic operational initiatives to streamline processes, enhance agent experience, and elevate customer outcomes through automation, policy refinement, and collaboration with IT, Workforce Management, Analytics, and Compliance teams
- Build leadership bench strength by coaching supervisors on performance management, analytics literacy, change leadership, and operational excellence
- Drive achievement of key performance indicators (KPIs), partnering with vendor support teams and championing process improvements
- Foster a collaborative, high-performing environment that values diversity, career development and professional growth
Requirements
- 5+ years of leadership experience in a call center environment
- Demonstrated sense of urgency, energy, and enthusiasm
- Advanced skills in Microsoft Office Suite (PowerPoint, Excel, Word, Access)
- Proven ability to lead diverse teams, assess and develop talent, and balance competing priorities
- 2+ years of experience in healthcare or the retail pharmacy industry (preferred)
- Experience leading large multisite or virtual contact center operations (preferred)
- Experience with AI‑driven QA tools, speech analytics, or workflow automation platforms (preferred)
- Familiarity with Lean/Six Sigma or continuous improvement methodology (preferred)
- Experience partnering with WFM, Quality, Compliance, and Product teams (preferred)
Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs
- Confidential counseling and financial coaching
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access
- Many other benefits depending on eligibility
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
advanced analyticsAI-driven insightsperformance managementanalytics literacyworkflow automationLean methodologySix Sigmacustomer service operationsKPI achievementprocess improvement
Soft Skills
leadershipcoachingcollaborationcommunicationenergyenthusiasmsense of urgencytalent developmentchange leadershipdiversity appreciation