Role Description As a CVS Flex Benefit Team Lead, you will be responsible for providing daily support to the CVS Flex Benefit Supervisor/Sr Analyst and guidance to the Tier 2, Escalation, and/or Design Team staff. The Lead is responsible for ensuring superior service for our members and Health Plan partners by:

• Providing information, feedback, and coaching to agents.
• Supporting the team to ensure agreed upon SLA standards are met.
• Coaching teams for results and flawless execution of assigned work and associated performance metrics.
• Creating and supporting a culture of inclusion and diversity.
• Ensuring alignment with CVS practices, policies, and values as well as state, federal, and regulatory requirements.

This is a remote work from home role with the flexibility to go into the office when needed. The hours of operation are Monday through Friday, between the hours of 8am to 6pm ET. Key responsibilities include:

• Developing and maintaining strong relationships with clients, serving as a trusted point of contact for their support needs.
• Providing expert guidance and support to clients, addressing inquiries, concerns, and requests related to the organization's products or services.
• Handling complex or escalated client issues that require in-depth knowledge and problem-solving skills.
• Assisting in the onboarding process for new clients, ensuring a smooth transition and understanding of the organization's offerings.
• Gathering and analyzing client feedback, identifying areas for improvement and suggesting enhancements to products, services, or processes.
• Monitoring key performance metrics, such as client satisfaction, response times, and issue resolution rates.
• Contributing to the development and implementation of best practices, standard operating procedures, and tools to enhance efficiency and client satisfaction.
• Conducting training sessions or workshops for clients to enhance their knowledge and proficiency in using the organization's products or services.
• Providing guidance and support to junior members of the client support team by sharing knowledge, best practices, and lessons learned to foster their professional growth and development.

Qualifications

• 1+ years of working experience including strong proficiency with Microsoft Office, including Excel, Word, Access, and PowerPoint.
• Strong comprehension, critical thinking, and problem-solving skills with the ability to think under pressure.
• Strong oral and written skills with emphasis on grammar, editing, and proofreading skills.
• Outstanding organizational and planning skills with demonstrated ability to prioritize workload and follow up.

Requirements

• Experience in the use of call center technologies/applications.
• Experience working in a fast-paced call center environment is highly preferred.
• The ability to lead diverse work groups in a highly professional and specialized work environment.
• Must be able to communicate effectively with all levels and prepare effective written documents.
• Expert level leadership skills and the ability to set high standards of performance and coach colleagues to continued success.
• Ability to assess talent, manage people, and motivate others.
• Strong interpersonal and relationship building skills.
• Excellent oral, written, and interpersonal communications skills.
• Analytical skills.
• Ability to manage multiple people and priorities simultaneously.
• Strong customer service skills.
• Ability to work well with others and all levels of management.

Benefits

• Comprehensive and competitive mix of pay and benefits.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.