Cdr, HR LOA Services

CVS Health

CVS Health call-center representative supporting colleagues through leave-of-absence administration and myLeave inquiries remotely. Meeting service levels, documenting escalations, and promoting self-service tools.

Posted 8/4/2026full-timeRemote • Alaska, Florida, Hawaii, Rhode Island • 🇺🇸 United StatesJunior💰 $17 - $34 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills and the ability to manage leave administration processes effectively. Proficient in case management and communication with colleagues and stakeholders while maintaining confidentiality and attention to detail.

Highest-signal resume keywords

Call Center ExperienceCustomer Service CommitmentCase Management SkillsKnowledge of FMLAProficiency with MS Office

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data Entry SkillsProblem-Solving SkillsCritical-Thinking SkillsOrganizational SkillsMultitasking Ability

Soft Skills

Excellent Written CommunicationExcellent Verbal CommunicationListening SkillsAbility to Work IndependentlyTeam Collaboration

Tools & Technologies

MyLeave SystemIEXFive9Call Center Case Management System

Industry Keywords

Leave of AbsenceFMLAState LeavesDisabilityHR

About the role

Key responsibilities & impact

Support a service delivery model focused on empathy, care, and the colleague experience
Respond to leave of absence calls while meeting service-level metrics including first call resolution, average speed of answer, abandon rate, average handle time, and average talk time
Document and escalate tier 2 calls using the call center case management system
Use the myLeave system for new leave requests, extensions, and leave-of-absence inquiries
Communicate with colleagues, leaders, and stakeholders regarding leave administration
Perform assigned leave-of-absence and call center duties
Develop Case Management skills for progression within the Leave department
Educate colleagues about self-service tools and promote technology adoption
Research questions using the knowledge base and other resources
Support continuous organizational, departmental, federal, and state-level changes affecting protected leaves

Requirements

What you’ll need

1+ year of call center experience
Strong commitment to customer service
Ability to work independently and as part of a team
Excellent written, verbal, and listening skills
Ability to maintain strict confidentiality
Problem-solving and critical-thinking skills under pressure
Strong organizational and data-entry skills with attention to detail
Ability to plan and prioritize workloads with minimal supervision
Strategic and creative thinking toward continuous operational improvement
Ability to follow through on problems to satisfactory resolution
Ability to multitask while meeting deadlines
Proficiency with MS Office products
Regular and predictable attendance
Dedicated, quiet workspace suitable for calls and meetings
Reliable high-speed internet with sufficient bandwidth for customer calls, CRM systems, and call-center technologies
High school diploma or equivalent
Knowledge of FMLA, state leaves, disability, and HR preferred
Knowledge of IEX and Five9 preferred

Benefits

Comp & perks

CVS Health bonus, commission or short-term incentive program
Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs
Other resources supporting physical, emotional, and financial well-being, based on eligibility