HR LOA Services

This is a fully remote position, open to applicants in Alabama, +45 more states.

📋 Description

• Provide exceptional Absence Management and related Colleague Services for the CVS Health myLeave Call Center.

• Address inquiries and offer support to colleagues throughout the leave of absence process.

• Achieve or surpass call center performance metrics, including first call resolution, average speed of answer, abandon rate, average handle time, and average talk time.

• Handle leave of absence calls while complying with service level agreements.

• Document and escalate tier 2 calls utilizing the call center case management system.

• Utilize the myLeave system for new leave requests, extensions, and inquiries regarding leave of absence.

• Communicate effectively with colleagues, leaders, and stakeholders regarding leave administration.

• Perform additional leave-of-absence and call-center tasks as assigned by the Call Center Lead or myLeave team.

• Acquire Case Management skills for career development within the Leave department.

• Inform colleagues about and encourage the use of self-service tools and technology.

• Investigate queries using the knowledge base and other available resources.

• Support ongoing organizational and departmental changes, including modifications to federal and state protected-leave requirements.

⛳️ Requirements

• Over 1 year of Call Center experience.

• Strong dedication to Customer Service.

• Ability to work autonomously and collaboratively within a team environment.

• Excellent written, verbal, and listening communication skills.

• Capable of maintaining confidentiality of work-related information.

• Problem-solving and critical thinking abilities, including analytical and creative thinking under pressure.

• Strong organizational and data entry skills with a keen attention to detail.

• Ability to plan and prioritize tasks with minimal supervision.

• Capacity to think strategically and creatively for continuous operational improvement.

• Commitment to following through on issues to achieve customer resolution.

• Ability to handle multiple tasks while consistently meeting deadlines.

• Proficiency in MS Office Products.

• Regular and predictable attendance is mandatory.

• A dedicated, quiet workspace suitable for calls and meetings.

• Reliable high-speed internet connection with adequate bandwidth for calls, CRM systems, and call center technologies.

• High school diploma or equivalent is required.

• Flexibility to work Monday through Friday, from 10:00 AM to 6:30 PM Eastern Time (EST).

• Preferred knowledge of FMLA, state leaves, disability, and HR.

• Preferred familiarity with IEX and Five9.

🏝️ Benefits

• CVS Health bonus, commission, or short-term incentive program in addition to base salary.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being, subject to eligibility.