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A new day in healthcare. Together, CVS Health and Aetna help people on their path to better health.

Supvr, Customer Service

Primary Location: Cranberry Township, Pennsylvania
Additional Locations: PA-Cranberry
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Description:
This position is responsible for the overall supervision and development of Customer Service employees in our call center. The Customer Service Supervisor position manages, supports, develops, trains and motivates our workforce to provide exceptional customer service experiences. We seek to build and maintain a high-performing, inclusive work environment that is customer-focused, courteous, empathetic and professional

Fundamental Components:
Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answers questions, monitor calls and give ongoing feedback.
Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.
Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
Remove barriers to job performance and ensures regulatory compliance.
Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together.
Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.
Proactively analyzes constituent data, identifies trends and issues. Recognizes and acts on the needs to improve the development and delivery of products and services. Clearly identifies what must be accomplished for successful completion of business objectives.
Effectively applies and enforces Aetna HR polices and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines. (*)

Background Experience:
Solid written and oral communication skills.
Strong project management skills (financial, analytical, planning and implementation).
Solid leadership skills including staff development.
Outstanding customer service skills are required.
Prioritizes tasks effectively.
Well organized.
Negotiation skills.
Technical skills.
Problem solving skills.
Associate's degree or equivalent work experience.

Additional Job Information:

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.


We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.


Together we will empower people to live healthier lives.

Potential Telework Position:
No

Percent of Travel Required:
0 - 10%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Candidate Privacy Information:
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests

Click To Review Our Benefits (PDF)

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