Customer Service Team Lead

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. Position Summary The Team Lead is responsible for handling escalated calls and providing assistance to floor representatives with job knowledge and complex issues. This position requires critical thinking and problem solving skills. Must be able to calmly and efficiently handle escalated callers and recommend options to resolve customer complaints. Responsible for creating a positive and supportive work environment for call center representatives. Roles & Responsibilities Serve as the primary escalation point for complex, sensitive, or high‑risk customer calls, ensuring calm, professional, and effective resolution. Provide real‑time support and guidance to call center representatives on job knowledge, behavioral health protocols, and complex case handling. Apply critical thinking and problem‑solving skills to evaluate customer concerns and recommend appropriate solutions in alignment with company policy and regulatory requirements. Handle customer complaints with empathy and professionalism, de‑escalating situations while identifying root causes and long‑term resolutions. Conduct quality audits and call reviews, providing constructive feedback to improve representative performance and ensure compliance. Collaborate with supervisors and management to identify training needs, process gaps, and performance trends. Support project management initiatives, including process improvements, workflow enhancements, and implementation of new tools or procedures. Utilize systems such as Excel, SharePoint, and QuickBase to track performance metr...