Remote Sales Excellence Supervisor

CVS Health Corporation; Illinois; Hybrid; USD 52,000 - 89,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Retirement savings options

Paid time off

Job summary

Oak Street Health is seeking a Supervisor, Sales Excellence to lead the Outreach Call Center, coaching agents to meet KPI goals and drive exceptional patient interactions. The role emphasizes hands-on leadership, real-time floor management, and collaboration with training and operations to optimize performance.

You will oversee coaching, performance improvement plans, and escalation resolution, while ensuring adherence to schedules and a strong customer experience mindset across a fast-paced

Qualifications

• Bachelor's degree in related field or 1 year experience in customer service or sales or equivalent combination of education and experience
• Previous call center experience required
• Prior supervisory or leadership experience preferred
• Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook or Google equivalents
• Excellent oral and written communication skills
• Strong organizational and interpersonal skills
• Schedule flexibility
• Effective time management and driven to meet deadlines
• Analytical and problem-solving skills
• Ability to function in a fast paced and agile environment
• Dependability regarding completion of assignments and attendance
• Set the example for best practices

Responsibilities

• Monitor KPI trends and coach agents to ensure goals are met
• Be present on the production floor and engage Agents to ensure productive work
• Develop written action plans for underperforming agents
• Resolve customer escalations
• Participate in agent interviewing and selection
• Provide ad hoc coaching to improve performance
• Provide real-time floor management to exceed targets
• Demonstrate knowledge of call center metrics and drivers
• Act as subject matter expert on call center processes
• Coordinate with training for new hire orientation
• Propose proactive solutions to improve call center operations
• Ensure adherence to schedules
• Lead and participate in team meetings
• Promote continuous improvement and best practices

Skills

Bachelor's degree or equivalent

Call center experience

Supervisory experience

Microsoft Word

Excel

PowerPoint

Outlook

Google Docs/Sheets

Google equivalents

Communication skills

Organizational skills

Problem-solving

Time management

Education

Bachelor's degree in related field

Tools

Greenway

Availity

eCare

Zoho

Job description

Oak Street Health is seeking a Supervisor, Sales Excellence to lead the Outreach Call Center, coaching agents to meet KPI goals and drive exceptional patient interactions. The role emphasizes hands-on leadership, real-time floor management, and collaboration with training and operations to optimize performance.

You will oversee coaching, performance improvement plans, and escalation resolution, while ensuring adherence to schedules and a strong customer experience mindset across a fast-paced