Contact Center Supervisor

CVS Health

Contact center supervisor overseeing Oak Street Health patient advocates and call performance. Coaching teams, improving processes, and coordinating staffing to deliver better patient experiences.

Posted 8/11/2026full-timeMontana, North Carolina, Pennsylvania • 🇺🇸 United StatesJunior💰 $43,888 - $76,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in supervising contact center advocates, ensuring high-quality patient interactions and operational efficiency. Proficient in performance management, coaching, and process improvement within a high-volume call center environment.

Highest-signal resume keywords

Call Center SupervisionPerformance ManagementProcess ImprovementEffective CommunicationProblem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ReviewsStatistical AnalysisGoogle DocsGoogle SheetsPC SkillsComputer LiteracyRemote Work ExperienceSchedulingMultitaskingTime Management

Soft Skills

Positive AttitudeOrganization SkillsOutstanding Phone DemeanorIntegrity

Industry Keywords

High-Volume Call CenterPatient ExperienceTeam ManagementWork ProceduresRemote Training

About the role

Key responsibilities & impact

Supervise a team of contact center advocates and manage performance in collaboration with the team manager
Provide daily direction and communication to ensure patient calls are answered promptly, efficiently, and knowledgeably
Evaluate processes and procedures and suggest methods to improve operations, efficiency, and service
Provide statistical and regular performance feedback and coaching to team members
Write and administer performance reviews for skill and behavior improvement
Ensure agents have appropriate training and resources
Maintain a high-quality, motivating work environment
Participate in special or ongoing projects supporting area and process development
Establish work procedures and processes aligned with company and departmental standards and strategic directives
Communicate department or advocate concerns upward using appropriate judgment
Partner with colleagues to achieve and maintain call center target metrics and a positive patient experience
Resolve patient issues when possible and communicate patient needs and requests to clinic care teams
Assist the manager with staffing, scheduling, and reward/recognition programs

Requirements

What you’ll need

At least 6 months of experience supervising in a high-volume call center
High School diploma or equivalent required
Undergraduate degree preferred
Ability to multitask, prioritize, and manage time effectively
Flexible and positive attitude
Effective communication and organization skills
Outstanding phone demeanor and etiquette
High level of integrity
Computer proficiency, including Google Docs and Sheets
Problem solving and analysis skills
US work authorization
Proficient PC skills and computer literacy
Basic Google Suite skills and ability to navigate systems
Prior remote work experience
Ability to obtain high-speed internet and hardwire equipment to router/modem
Distraction-free and private remote work environment
Reliable dependent care during working hours
Ability to provide own transportation when on-site support is required for employees within 50 miles of a physical OSH location/center
Ability to participate in classroom-style remote training sessions
Ability to work assigned 40-hour schedules, potentially including one weekend shift

Benefits

Comp & perks

CVS Health bonus, commission or short-term incentive program in addition to the base pay range
Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs
Other resources supporting physical, emotional, and financial well-being