Spvr, Sales Excellence

Hispanic Alliance for Career Enhancement; Chicago (IL); Remote; USD 51,000 - 90,000; Full time

Job summary

A leading healthcare organization is seeking a Supervisor for their Sales Excellence team. This role involves co-leading the outreach call center, ensuring KPIs are met, and fostering a productive environment. The ideal candidate will have a background in customer service, strong leadership skills, and the ability to drive performance improvements.

Benefits

Generous retirement options

Paid vacation and sick time

Health, vision and dental benefits

Qualifications

• Bachelor's degree or 1 year experience in customer service or sales.
• Previous call center experience required.
• Prior supervisory or leadership experience preferred.

Responsibilities

• Co-lead daily operations of the call center.
• Monitor and evaluate Agent performance based on KPIs.
• Resolve customer escalations and provide coaching.

Skills

Communication proficiency

Organizational skills

Analytical skills

Problem-solving skills

Time management

Education

Bachelor's degree in related field

Tools

Microsoft Office

Google Docs

Job description

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues—caring for people where, when, and how they choose in a way that is more connected, convenient, and compassionate. We do this all with heart, each and every day.

Title:

Supervisor, Sales Excellence

Location:

Remote

Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages costs, and provides an unmatched experience for adults on Medicare in underserved communities. We provide holistic, comprehensive, and integrated care right in our patients' communities to help keep them healthy and reinvest savings into further care.

Since 2013, Oak Street Health has expanded its approach nationwide. With ambitious growth, we attract and cultivate team members who embody our values and are passionate about rebuilding healthcare.

Role Description:

The Supervisor will assist in growing the Outreach Call Center and expanding its role in centralized outreach. The primary responsibility is co-leading daily call center operations to ensure KPI goals are exceeded.

Core Responsibilities:

1. Monitor and evaluate Agent performance using KPIs, providing coaching and feedback to meet goals and standards.
2. Maintain presence on the production floor (virtual or in-person) to engage with Agents and ensure system functionality.
3. Work with leaders to develop and implement action plans for underperforming Agents.
4. Resolve customer escalations.
5. Participate in interviewing and selecting Agents.
6. Provide ad hoc coaching to improve Agent performance.
7. Manage real-time operations to ensure productivity and KPI adherence.
8. Maintain comprehensive knowledge of call center metrics and processes.
9. Coordinate with training for onboarding and ongoing education.
10. Proactively identify solutions for smooth operations.
11. Ensure adherence to schedules.
12. Facilitate team meetings and promote continuous improvement.
13. Perform other duties as assigned.

Qualifications:

• Bachelor's degree or 1 year of relevant experience.
• Call center experience required; supervisory experience preferred.
• Proficiency in Microsoft Office or Google equivalents.
• Excellent communication, organizational, and interpersonal skills.
• Flexible schedule, strong time management, analytical skills, and ability to work in a fast-paced environment.
• Dependability and leadership by example.

What We Look For:

• Leadership desire and team motivation.
• Positive attitude and communication skills.
• Organization and phone etiquette.
• Proficiency with relevant systems (e.g., Greenway, Availity, eCare, Zoho).
• Embodiment of 'Oaky' values: creating exceptional patient experiences, driving excellence, ownership, positivity, and good intentions.

Why Oak Street?

We offer opportunities to be part of a transformative healthcare company, with benefits including retirement plans, paid time off, health benefits, and more.

Oak Street Health is an equal opportunity employer that values diversity. We encourage all interested candidates to apply at oakstreethealth.com/careers.

For more information, visit www.oakstreethealth.com.

Additional Details:

Anticipated weekly hours: 40
Time type: Full-time
Pay range: $51,658 - $89,199 (base salary, dependent on experience and other factors). Eligible for bonuses and incentives.

We prioritize a workplace where every colleague feels valued and included.