Customer Service Supervisor

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $51.7k - $86.1k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

🛡️ Insurance

Healthcare • Insurance

The Cigna Group is a global health services company that provides medical, dental, pharmacy, behavioral and supplemental insurance products and benefits to individuals, families, employers, brokers, providers and Medicare beneficiaries. It offers employer-sponsored group plans, individual and family plans (including Open Enrollment offerings), Medicare, international health insurance covering more than 200 countries, and digital member services through the myCigna platform (including telehealth and claims management). Its products are delivered through operating subsidiaries such as Cigna Health and Life Insurance Company and other regional affiliates.

📋 Description

• Lead and support the daily operations of a virtual team of 20+ Patient Care Advocates • Motivate, coach, and develop team members to meet team and individual targets • Meet regularly with Advocates to recognize positive behaviors, provide coaching, and create action and follow-up plans • Communicate clear expectations and behaviors through individual and team meetings • Build accountability within the team • Conduct proactive call monitoring and data analysis to detect emerging service issues and trends • Use metrics to identify performance improvement needs, customer trends, and continuous improvement opportunities • Use real-time workforce and performance tools to share business performance insights with Workforce Management and Leadership • Drive employee retention and development • Identify trends and service opportunities and develop mitigation action plans • Build an inclusive environment that values different perspectives and improves the Advocate experience • Ensure service delivery and quality standards are met or exceeded • Manage obligations to clients and customers effectively • Partner with other functional areas to optimize the customer experience • Work with the Senior Manager to execute operational strategy and lead day-to-day operations • Collaborate with Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations

🎯 Requirements

• High School Diploma or GED required • 1+ years of formal or informal leadership experience, such as team lead, SME, mentor, trainer, or supervisor • Strong coaching background • Experience working in a customer service setting • Innovative, strategic, and creative thinking skills with a focus on continuous process improvement • Demonstrated ability to handle difficult conversations professionally • Highly collaborative, with the ability to drive change and influence within a cross-functional matrix team environment • Strong oral and written communication • Working knowledge of Microsoft Office programs, including Outlook, Teams, Word, Excel, and PowerPoint • Ability to interpret operational reports, identify root causes, and translate findings into measurable action plans • Ability to respond to escalations, staffing challenges, system issues, and other operational disruptions • Ability to work outside the normal shift when needed to support business operations, peak periods, or urgent escalations • Demonstrated ability to lead, engage, and maintain accountability across a virtual or geographically dispersed team • Experience addressing performance concerns, documenting coaching, administering corrective action, and partnering with Employee Relations or Human Resources • Demonstrated ability to lead teams through process, technology, client, or organizational changes • Tuesday–Saturday availability, 3:00 PM–12:00 AM EST • For home-based work, cable broadband or fiber optic internet with at least 10Mbps download/5Mbps upload

🏖️ Benefits

• Annual bonus plan eligibility • Medical insurance • Vision insurance • Dental insurance • Well-being and behavioral health programs • 401(k) • Company-paid life insurance • Tuition reimbursement • Minimum of 18 days of paid time off per year • Paid holidays • Leaves of absence • Remote work arrangement • Cable broadband or fiber optic internet requirement with at least 10Mbps download/5Mbps upload for home workers

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