Supervisor, Customer Relations

Responsibilities will consist of the following but are not limited to: 

• Lead, coach, and develop a team of Pharmacy Technicians and Customer Relations Representatives in a high-volume, customer-focused contact center environment. 

• Drive operational performance by monitoring and improving key performance indicators including service level, quality, customer satisfaction, productivity, adherence, attendance, first call resolution, and other operational metrics. 

• Provide ongoing coaching, feedback, and performance management to promote colleague development, accountability, and continuous improvement. 

• Support frontline colleagues with real-time guidance on complex customer inquiries, escalated issues, systems navigation, policies, procedures, and knowledge resources. 

• Manage and resolve escalated customer concerns received through phone, email, Executive Office, internal business partners, and external vendors, identifying root causes and implementing effective resolutions. 

• Ensure exceptional customer experiences by promoting empathy, professionalism, and timely issue resolution while balancing customer needs with business objectives. 

• Foster an inclusive, collaborative, and engaging team culture that reflects CVS Health’s values and commitment to diversity, equity, and inclusion. 

• Ensure compliance with CVS Health policies, patient privacy regulations (HIPAA), and all applicable state, federal, and regulatory requirements. 

• Identify operational trends, customer pain points, and process improvement opportunities, partnering with cross-functional teams to implement innovative, customer-centric solutions. 

• Assess clinical and non-clinical support needs and collaborate with leadership to coordinate timely interventions and appropriate resource allocation. 

• Prioritize competing business demands by balancing quality, efficiency, and customer experience while effectively managing daily operations. 

• Maintain confidentiality and exercise sound judgment when handling sensitive customers, patient, and business information. 

• Partner with internal departments including Operations, Pharmacy, Quality, Training, Workforce Management, Information Technology, and Vendor Management to support business initiatives and operational improvements. 

• Communicate organizational updates, process changes, technology enhancements, and business priorities through team meetings, huddles, coaching sessions, and ongoing colleague communications. 

• Analyze operational performance and recommend strategies to improve customer satisfaction, colleague engagement, quality, and overall business outcomes. 

• Promote a culture of accountability, innovation, adaptability, and continuous learning while recognizing and developing colleague strengths.