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. 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. + 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 quality and other key metrics identified. + Resolve tier II and tier III escalations from Call Center Representatives; gather colleague information, call colleague with resolution and document problem history / detail in Salesforce and / or myLeave. + Recommend to the management team programs and practices that will enhance productivity, reduce costs, maintain / exceed service levels and support a center of excellence. + Assist Call Center Representatives with escalated issues to ensure unique circumstances are handled within the scope of federal, state, and company policies and raised proactively to management as needed for appropriate resolution. + Collaborate with other Call Center Supervisors, Case Management and the Call Center Manager, Enterprise Absence Management to attend meetings with colleagues, leaders, or HRBPs as needed to resolve high level leave issues. + Work with the Call Center Manager, Enterprise Absence Management and Workforce Data Analyst to manage workload and staffing, understand and predict workload changes and respond in advance to maintain consistent levels of colleague service. + Provide mentoring, coaching and support to develop Call Center Representatives to prepare them for a career path within the Leave of Absence Department and / or the organization. **Job Requirements:** + This position requires 3-4 years of Call Center experience. + This position requires 3-4 years of FMLA, State Leaves, Disability and HR. + 1+ years of Supervisor experience. + Knowledge of call center applications such as IEX, Five9 and CMS is preferred. + 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. **Education:** Bachelor's degree or equivalent experience **Anticipated Weekly Hours** 40 **Time Type** Full time **Pay Range** The typical pay range for this role is: $43,888.00 - $102,081.00 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. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. **Great benefits for great people** We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include: + **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 https://jobs.cvshealth.com/us/en/benefits We anticipate the application window for this opening will close on: 02/02/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran — committed to diversity in the workplace.