Call Center – Work From Home

Job Type: Call Center from home
Location: Florida work from home
Company: CVS Health

Position Description:

The 15–25 FTE and contingency call center agents who service Minute Clinic patients are under the operational and personnel management of the Minute Clinic Call Center Supervisor.

Responsibilities:

• Agent performance, coaching, development, qualitative and quantitative KPIs, quality, and efficiency are all responsibilities. the capacity to spot trends and motivate performance at the level of the person, the team, and the department. oversees the adherence to regulatory requirements as well as the uniform implementation of policy and procedures. oversees day-to-day call center operations as well as sophisticated customer/issue escalations for contractors and vendors. The Call Center Operations Manager is the direct line manager for this position.

Preferred Qualifications: Previous supervisory experience of at least one year

• Contact center customer service experience.
• Prior knowledge of workforce management software and call routing
• Proven track record of managing conflicts and finding solutions.
• Prior Medical Assistant and Medical Billing experience – Preference given to bilingual candidates
• The capacity to handle multiple tasks at once and find solutions to problems in a hurry.
• Excellent interpersonal and motivational skills.
• Proven ability to develop and present data to specific audiences, both internal and external, in a professional manner utilizing PowerPoint, Word, and Excel. – Self-directed with good analytical, problem-solving, interpersonal, and PC abilities.