[Hiring] Leave of Absence Specialist @CVS Health

Role Description

Accountable for the delivery of outstanding Absence Management and related Colleague Services for the CVS Health myLeave Call Center with a strong commitment to the colleague experience. Responsible for answering questions and providing colleague support with the leave of absence process while ensuring call center metrics are met and/or exceeded.

Schedule: This position operates on a Monday through Friday schedule, with working hours from 10:00 AM to 6:30 PM Eastern Time (EST). Flexibility to work these designated business hours is required.

• Support a service delivery model that reflects empathy and care for all colleagues and fosters an environment focused on the colleague experience.
• Respond to leave of absence calls while adhering to service levels such as:
  • First call resolution
  • Average speed of answer
  • Abandon rate
  • Average handle time
  • Average talk time
• Document and escalate tier 2 calls to the appropriate group utilizing the call center case management system.
• Utilize the myLeave system for new leave requests, extensions, and responding to inquiries regarding a leave of absence.
• Communicate with colleagues, leaders, and other key stakeholders to assist with questions on leave administration.
• All other leave of absence and call center duties assigned by the Call Center Lead and/or other key members of the myLeave team, including learning skills that support Case Management to develop themselves for the logical next step within the Leave department.
• Educate and promote the use of self-service tools and technology to help drive self-service utilization.
• Research questions utilizing the knowledge base and other tools and resources to help provide guidance and support to our colleagues.
• Change management skills to support the continuous changes within the organization and developments within our department, as well as changes on Federal and State level for protected Leaves.

Qualifications

• 1 plus year of Call Center experience.
• A strong commitment to Customer Service as exemplified by behaviors and disposition.
• Ability to work independently and as part of a team environment.
• Excellent written, verbal, and listening skills to reflect a friendly, positive disposition.
• Demonstrated ability to maintain work in the strictest of confidence.
• Demonstrated ability to problem solve and apply critical thinking skills, including the ability to think analytically and creatively, under pressure, to solve problems.
• Strong organizational and data entry skills with a strict attention-to-detail.
• Ability to plan and prioritize workloads, both independently and in a team environment with minimal supervision.
• Demonstrated ability to think strategically and creatively toward continuous improvement of operations both technically and functionally.
• Ability to consistently and efficiently follow through on problems to provide resolution that is satisfactory to the customer.
• Demonstrated ability to multi-task while consistently meeting deadlines.
• Proficiency with MS Office Products.
• Regular and predictable attendance is required.
• Work from a dedicated, quiet workspace that supports productivity, professionalism, and the ability to handle calls or meetings without distractions.
• Maintain a reliable high-speed internet connection with sufficient bandwidth to support continuous inbound and outbound customer calls, CRM systems, and other call center technologies without interruption.

Preferred Qualifications

• Knowledge of FMLA, State leaves, Disability, and HR is preferred.
• Knowledge of call center applications such as IEX and Five9 is preferred.

Education

• High school diploma or equivalent required.

Pay Range

The typical pay range for this role is: $17.00 - $34.15. 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.

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.