Service Operations Manager Jobs

This position manages the Integrated Service Model Operations function within the Call Center business environment. Responsible for ensuring quality and productions standards are achieved. Direct management of Operations Supervisors as well as indirect management of Service Advocates. Responsible for carrying out management responsibilities including planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems. Monitors and coaches Supervisors in the areas of quality, productivity, employee relations, evaluation, pharmacy and call center operations, and overall work performance. Oversees hiring, coordination of training, coaching of employees, and monitors overall department performance as well as employee performance.
Pay Range
The typical pay range for this role is:
Minimum: 60,300
Maximum: 130,000
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Required Qualifications
Minimum 5 years experience in supervisory/managerial position in a call center environment
Preferred Qualifications
Working knowledge of ISM processes and procedures is preferred.
Prefer experience in the Health Care industry and/or has worked in a large call center environment.
1. Excellent written and oral communications.
2. Working knowledge of ISM processes and procedures is preferred.
3. Exceptional leadership skills
4. Ability to translate business strategy in to directions, plans and measurable objectives.
5. Responsible for overall direction, coordination, evaluation and achievement of Service Advocate teams and goals.
6. Conducts necessary follow-up with clients and plan participants to ensure customer satisfaction.
7. Confers with other personnel to recommend changes to avoid recurring customer complaints.
8. Responsible for operating budget of customer service department.
Education
HS Diploma or GED required.
Associates or Bachelors degree is preferred.
Business Overview
Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.