Supervisor, Care

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.

Customer Care Supervisors serve as the first line of leadership for frontline, customer‑facing colleagues. The Supervisors must continuously lead, coach, assess and adapt in an ever‑changing contact center environment. The role is an entry‑level leadership opportunity within the Customer Care call center, in which Supervisors manage teams of at least 16 colleagues. Supervisors must be tactical as well as strategic in evaluating, managing and building their teams.

In the role, Supervisors may be called upon to manage blended teams, inclusive to leading representatives who serve various lines of business and clients as well as onsite and virtually blended teams. This role requires an understanding of how to shift from serving as a tactical “supervisor” to being an influential and motivating leader.

Supervisors must be strong influencers and leaders, must proactively engage their staff as well as proactively resolve conflict in order to produce results, increase colleague engagement and achieve optimal performance. The role is also responsible for monitoring adherence to policies and compliance, assessing company policies and taking action where needed, as well as developing performance plans to develop as well as counsel their colleagues.

Some primary responsibilities include managing time and attendance, schedule adherence and payroll needs, as well as coaching and developing their teams, achieving monthly call quality and monitoring goals, problem‑solving in a variety of ways, building positive and productive team culture and working collaboratively with their peers on projects. Successful individuals will understand how to manage the day‑to‑day as well as strategically and can efficiently work cross‑functionally.

The role may interface with clients and senior leadership as needed.

• Prior people leadership experience; preferably in a call center environment
• 3+ years customer service experience; preferably in call center environment
• Regular and predictable attendance
• Colleague will be required to work extended work week when needed
• Colleague will be required to travel when needed
• Colleague completes and complies with all required training essential to job
• Colleague must be proficient in Microsoft Office including Outlook, Word, Excel, and Power Point

• Excellent Oral and Written Communication
• Strong Knowledge of PBM processes and procedures
• Exceptional leadership skills
• Proven ability to translate business strategy into directions, plans, and measurable objectives
• Responsible for overall direction, coordination, evaluation and achievement of customer care goals
• Conducts necessary follow‑up with clients and plan participants to ensure customer satisfaction
• Confers with other personnel to recommend changes to avoid recurring customer complaints
• Proven ability to drive improvement in individual and team performance

High School or GED equivalent
Associates or Bachelor's Preferred

40

Full time

The typical pay range for this role is:
$43,888.00 - $
This pay range represents the base hourly rate or base annual full‑time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short‑term incentive program in addition to the base pay range listed above.

Great benefits for great people

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an 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.

For more information, visit

We anticipate the application window for this opening will close on: 01/19/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.