Mgr Call Center Enablement

About the position

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 uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. The position involves designing enterprise-wide and/or cross-functional solutions to address business problems, resulting in initiatives that significantly impact organizational strategy. This role enables call center agents to be competitive in the marketplace and effectively serve customers. It includes executing the strategy and vision for the organization's goals, risks, and compliance while minimizing costs and empowering the organization with its IT infrastructure.

Responsibilities

• Assists in managing the day-to-day complex business consultation services to support the organization's goals and objectives.
• Implements updates to existing and net new functionality within integrated call center technology.
• Assists call center enablement team to manage, control and assess the organization's IT assets throughout their life cycle.
• Develop new API endpoints to support various programs depending on their objectives.
• Document and maintain database tables within the CRM tool adjusting as to meet business needs.
• Independently performs testing and design scenarios/projects to optimize performance of platforms.
• Performs ongoing system maintenance, research, problem resolution and on-call support, according to defined plans.
• Supports the department with effective management of the tracking database and ensures content accuracy.
• Confers internally and externally with clients and senior management regarding the organization's goals and objectives.
• Implements processes within the department ensuring compliance and continuous improvement.
• Helps establish and implement strategic review processes ensuring continuous improvement, compliance, and high-performance standards are upheld.

Requirements

• Proficiency in at least one coding language (PHP, JSON, JavaScript, etc.)
• Proficiency in SQL or similar database query language.
• Experience in Relational Database design and maintenance.
• Adept at execution and delivery (planning, delivering, and supporting) skills.
• Adept at collaboration and teamwork.
• Mastery of problem solving and decision-making skills.
• Mastery of growth mindset (agility and developing yourself and others) skills.

Nice-to-haves

• 3+ years of strong call center technology work experience.
• Medicare experience.

Benefits

• Affordable medical plan options.
• 401(k) plan (including matching company contributions).
• Employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.