Customer Service Operations Manager
Req. ID: 134971BR
Business Area: CVS Caremark
Location: RI - Woonsocket
Job Category: Customer Service, Digital, Management
Clinical Licensure Required : N/A
Job Type: Full Time
CVS Caremark is seeking a Manager of Customer Service Operations for our CVS.com call center with the demonstrated experience and capabilities to manage a large scale call center operation. This is a leadership position within a fast-paced, collegial environment, providing the right individual with an opportunity to directly and positively impact CVS Caremark’s customer facing performance across a high-focus area.
The Central Services Operational Manager will contribute to the design and implementation of applications, supporting a highly advanced contact center environment that is called upon to meet a broad spectrum of business related needs. Applications include but are not limited to a blended inbound/outbound call center environment, outbound calling campaigns, Automated IVR, Advanced Quality Management, Work Force Management, Performance KPI metric reporting and Email management solutions. This position also works with the system administrator to help coordinate program implementations as well as execute ongoing and ad hoc system repairs and enhancements. Comprehensive knowledge of the business at a detailed level (i.e. “hands on” experience) is a must. Additionally, this position is responsible for the leadership of daily Customer Care interfaces, managing a team of 20-30 call center agents that directly support a variety of proprietary CVS Pharmacy Customer Care programs and applications. Comprehensive personnel responsibilities include but are not limited to the identification of talent, interviewing, hiring, scheduling, administration of weekly payroll, performance coaching and enforcement of established policies and procedures. The center operates extended hours, seven days a week; as such the manager will share with others the off hours “on call” support of the center across all operational programs, providing full business coverage and flexibility as required in supporting the business. This position requires a leader and team player that is comfortable operating in an environment requiring a keen sense of urgency to support resolving customer needs and issues, while balancing multiple internal and external demands. To succeed in this environment demands flexibility in approach, thought processes utilized and problem solving techniques applied. Paramount is the ability to deliver results thru and with a team, fostering with direct reports an environment of innovation and change acceptance tha
5+ years of related operations management experience Proven track record of talent development and performance improvement, ability to motivate and develop a team Contact center subject matter expertise as it relates to the following areas of competency: Skills-based routing blended inbound and outbound, IVR/Speech systems, agent monitoring/TQM, call recording, work force management, Performance reporting and integration with other applications Strong analytical, problem solving, interpersonal, and PC skills, advanced experience with Microsoft Excel, Word, Outlook, PowerPoint, Access and SQL databases Demonstrates ability to communicate effectively with customers and all levels of management Previous experience managing and completing multiple projects according to established deadlines Demonstrates attention to detail Proven self-starter and team player Ability to react quickly to the development and implementation of new programs
Bachelors Degree required, MBA desirable.
CVS Caremark, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.