Call Center Supervisor, Enterprise Absence

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. CVS CORPORATION POSITION DESCRIPTION Position Title: Call Center Supervisor, Enterprise Absence Management Location/Facility: HR Shared Services / Remote Reports to: Call Center Manager, Enterprise Absence Management Position Summary: Accountable for the delivery of outstanding Absence Management and related Colleague Services through team management, education, development and motivation of the CVS Health Call Center Team and an internal commitment to colleague needs. Responsible for providing the enterprise with a Center of Excellence that supports leave administration under federal, state and company leave policies. Ensure the highest possible level of colleague service by providing colleagues with the tools, knowledge, technology, HR data and business unit support. Job Description: Directly supervise a team of 15 to 20 Call Center Representative, Enterprise Absence Management to include selection, recognition, coaching and performance assessments. Support the Call Center Manager, Enterprise Absence Management in leading a delivery model that reflects empathy and care for our colleagues and fosters an environment where measurement, quality, and continuous improvement / best practices are valued and rewarded. Review and partner with Quality Assurance Specialists and Trainers to identify and collaborate on enhanced / improved training curriculums supporting an improved colleague experience. Ensure the Call Center is meeting or exceeding call center metrics around average speed of answer, abandoned rate, average handle time, call q...