cvs remote jobs Job ID- 485

MaziCTools; United States; Remote; USD 41,000 - 83,000; Full time

Job summary

Aetna Health in the United States is seeking a Minute Clinic Call Center Supervisor to lead a team of 15-25 agents, overseeing performance, coaching, and quality assurance. The role requires managing day-to-day operations and escalations, with shift options 8:00-4:30 or 9:00-5:30 and a 4-week EST training period.

Reporting to the Call Center Operations Manager, you will drive KPI outcomes, ensure policy compliance, and partner with vendors to maintain service levels while supporting a fast-paced

Qualifications

• 2 years of customer service experience.
• 2 years in a leadership role.
• Bachelor's degree preferred.

Responsibilities

• Oversee agent performance, coaching and development.
• Manage KPI tracking, quality assurance and efficiency.
• Handle day-to-day call center operations and escalations.
• Report to Call Center Operations Manager.

Skills

Customer service

Leadership

Coaching

Education

GED/High School

Bachelor's degree (preferred)

Tools

PowerPoint

Word

Excel

Job description

Employment Type

Full-time

Base Salary

USD25-USD35Per hour

Job Location

United States

Remote work from: USA

Description

The Minute Clinic Call Center Supervisor is responsible for the personnel and operational management of a team of approximately 15-25 contact center FTE and contingent agents supporting Minute Clinic patients. Current schedule is either 8:00AM-4:30PM or 9:00AM-5:30PM. Training schedule will be Monday-Friday 9:00AM-5:30PM EST for 4 weeks. Responsibilities include agent performance, coaching and development, qualitative and quantitative KPI’s, quality, and efficiency. Ability to identify trends and drive performance on an individual, team, and department level. Oversees the consistent application of policy and procedures and compliance with regulatory requirements. Manages the day to day call center operations and advanced customer/issue escalations for the contingent staff and vendors. This role reports directly to the Call Center Operations Manager.

Pay Range

Minimum: 40,560

Maximum: 83,400

Required Qualifications

• 2 years of customer service experience
• 2 years of being in a leadership role

Preferred Qualifications

• 1 years of prior Supervisor Experience
• Customer service experience in a contact center.
• Previous experience with call routing and workforce management tools
• Experience with handling escalations and resolving problems.
• Previous Medical Assistant experience and Medical Billing experience
• Bilingual candidates preferred
• Ability to multitask and quickly resolve issues in a fast‑paced environment.
• Strong communication skills and ability to motivate others.
• Demonstrated proficiency using PowerPoint, Word and Excel with ability to create and present data to targeted audiences, both internal and external, in a professional manner
• Self‑directed with strong analytical, problem solving, interpersonal, and PC skills

Education

GED or High School required; Bachelor's degree preferred

Business Overview

Bring your heart to Aetna Health. Every one of us at Aetna 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 Aetna 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.

Aetna Health is an affirmative action employer, and is an equal opportunity employer, as are the physician‑owned businesses for which Aetna 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.