HR LOA Services
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Job Description
CVS Health myLeave Call Center colleague supporting absence and leave administration. Answering colleague inquiries, processing leave requests, and meeting remote call-center service metrics.
Responsibilities:
- Deliver outstanding Absence Management and related Colleague Services for the CVS Health myLeave Call Center
- Answer questions and provide colleague support throughout the leave of absence process
- Meet or exceed call center metrics, including first call resolution, average speed of answer, abandon rate, average handle time and average talk time
- Respond to leave of absence calls while adhering to service levels
- Document and escalate tier 2 calls using the call center case management system
- Use the myLeave system for new leave requests, extensions and leave-of-absence inquiries
- Communicate with colleagues, leaders and stakeholders about leave administration
- Perform additional leave-of-absence and call-center duties assigned by the Call Center Lead or myLeave team
- Learn Case Management skills for development within the Leave department
- Educate colleagues about and promote self-service tools and technology
- Research questions using the knowledge base and other resources
- Support continuous organizational and departmental changes, including changes to federal and state protected-leave requirements
Requirements:
- 1 plus year of Call Center experience
- Strong commitment to Customer Service
- Ability to work independently and as part of a team environment
- Excellent written, verbal and listening skills
- Ability to maintain work in the strictest of confidence
- Problem solving and critical thinking skills, including analytical and creative thinking under pressure
- Strong organizational and data entry skills with strict attention to detail
- Ability to plan and prioritize workloads with minimal supervision
- Ability to think strategically and creatively toward continuous improvement of operations
- Ability to follow through on problems to provide customer resolution
- Ability to multi-task while consistently meeting deadlines
- Proficiency with MS Office Products
- Regular and predictable attendance is required
- Dedicated, quiet workspace suitable for calls and meetings
- Reliable high-speed internet connection with sufficient bandwidth for calls, CRM systems, and call center technologies
- High school diploma or equivalent required
- Flexibility to work Monday through Friday, 10:00 AM to 6:30 PM Eastern Time (EST)
- Knowledge of FMLA, State leaves, Disability and HR is preferred
- Knowledge of IEX and Five9 is preferred
Benefits:
- CVS Health bonus, commission or short-term incentive program in addition to base pay
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources supporting physical, emotional, and financial well-being, based on eligibility
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