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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.
Job Purpose and Summary:
The Specialty Call Monitoring Manager is responsible to deliver best in class patient experiences via telephonic interactions with patients, providers, plans, and pharma across the Specialty network. The Specialty Call Monitoring Manager will lead, mentor, and develop a diverse team charged with executing a call monitoring program that drives a positive caller experience and on-going performance improvement. In addition, the Specialty Call Monitoring Manager will be responsible for representing Specialty Operations in calibration sessions with various clients, partnering with vendors to leverage tools and reporting that supports the objectives of the program, and in the development of performance improvement initiatives.
The Manager of Quality Call Monitoring plays a critical role in ensuring the highest level of service quality and customer satisfaction within the organization. This role involves overseeing the monitoring and evaluation of customer service interactions, identifying areas for improvement, and implementing strategies to enhance overall call quality.
Primary Job Duties & Responsibilities:
Strategic Leadership: Focused planning on evolving the Quality Monitoring function to include AI and other strategies to advance our customer service effectiveness and process efficiencies.
Quality Monitoring: Develop and maintain a robust call monitoring program to assess the quality of customer service interactions. Monitor and evaluate customer calls, emails, and chat interactions regularly to ensure adherence to established standards and guidelines.
Performance Analysis: Analyze monitored interactions and generate reports highlighting areas of excellence and opportunities for improvement. Provide actionable feedback to customer service representatives and team leaders to drive performance improvement.
Training and Development: Collaborate with the training department to design and implement training programs based on quality assessment findings.
Process Improvement: Identify trends and patterns in customer interactions that require process improvement and collaborate with cross-functional teams to implement changes that enhance customer satisfaction. Maintain a comprehensive database of call monitoring results, ensuring accuracy and confidentiality of customer data.
Team Management: Lead and mentor a team of quality analysts and coordinators. Set clear performance goals and provide regular feedback to team members.
Education:
Bachelor’s degree in a relevant field (e.g., Business, Communications, Quality Management) or equivalent experience.
Essential Qualifications, Essential Functions & Preferred Qualifications:
3-5 years in a supervisory or managerial role leading a call center quality assurance team required.
Preference for 5-8 years relevant Quality leadership experience:
- Strong analytical skills with the ability to interpret data and identify trends.
- Excellent communication and interpersonal skills.
- Proficiency in using call monitoring software and quality assurance tools.
- Knowledge of customer service best practices and industry standards.
- Exceptional attention to detail and organizational skills.
- Ability to work collaboratively with cross-functional teams to drive improvements.
- Leadership and team management experience.
- Strong problem-solving and decision-making abilities.
Pay Range
The typical pay range for this role is:
$63,300.00 – $136,500.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.