Job Description
Monitors and evaluates the quality and handling of inbound calls, outbound calls and/ or correspondence, and documents quality and productivity issues and performance measures for management review.
Provides information to assist in the feedback and formal education process of call center staff.
Fundamental Components
Coaches customer service staff on work procedures including but not limited to proper call handling and maintaining call quality standards;
Provides on-going feedback and acts as subject matter expert in addressing procedural issues
Conducts audits ensuring compliance with performance standards and superior outcomes (e.g., quality, accuracy and timeliness); Performs mandatory call monitoring
Utilizes available software/hardware applications promoting “reinforcement coaching” for staff
Identifies developing trends impacting service levels and proactively partners with appropriate parties to recommend process enhancements or solutions to avoid potential service delivery problems (e.g., quality increasing management controls, tightening procedures or addressing training needs, etc.)Reports on performance results and may provide support to supervisors in the development of action plans for staff and unit effectiveness; If required, provides training to call center staff in support of these efforts
If required, may answer phone calls, respond to written inquiries, and handle “escalated” issues in support of work performed by customer service and/or supervisory staff Performs effective service recovery and provider education
Monitors the participation and completion of Web-based training for call center staff and completes appropriate follow-up with supervisors
Through local quality reviews and effective time management of call activity, works to improve the rate of first call response Provides technical and subject matter expertise relative to policies, procedures, and customer service applications/systems tools
Background Experience
Additional Job Information
Technical skills.Attention to detail and accuracy.
Education
Bachelor's degree or equivalent experience
Percent of Travel Required
0 - 10%
Business Overview
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.