Customer Service Supervisor

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $51.7k - $86.1k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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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

• Coach and inspire a virtual team of Patient Care Advocates supporting Commercial Market members and clients • Partner with the Senior Manager to implement operational strategy and lead daily operations • Collaborate with Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations • Lead a virtual team of 20+ Advocates to meet or exceed service and quality goals • Coach and develop Advocates through regular one-on-ones, skill building, and follow-up plans • Establish accountability through clear expectations in team and individual meetings • Monitor calls and review data to identify service issues and create action plans • Use Verint and CC Pulse metrics and real-time tools to identify trends and share insights with Workforce Management and leadership • Remove barriers by ensuring Advocates have the necessary tools, training, and support • Build an inclusive team culture to improve retention and engagement • Drive continuous improvement and partner across teams to enhance customer experience • Respond to escalations, staffing gaps, and system issues

🎯 Requirements

• High School Diploma or GED • 1+ years of leadership experience, such as RTL, SME, mentor, trainer, or supervisor • Strong written and verbal communication skills, including handling difficult conversations with care and professionalism • Ability to read operational reports, find root causes, and turn findings into measurable action plans • Collaborative style with the ability to influence and drive change across cross-functional teams • Creative, strategic thinker focused on continuous improvement • Working knowledge of HIPAA, Express Scripts quality standards, and company compliance requirements • Working knowledge of Microsoft Office, including Outlook, Teams, Word, Excel, and PowerPoint • Flexibility to work beyond your normal shift during peak periods or urgent needs • Bachelor's degree preferred • Strong coaching background preferred • Experience leading and engaging a virtual or geographically dispersed team preferred • Experience managing attendance, schedule adherence, occupancy, staffing, and service levels preferred • Experience addressing performance concerns, documenting coaching, administering corrective action, and partnering with Employee Relations or Human Resources preferred • Experience leading teams through process, technology, client, or organizational change preferred • Experience managing client expectations, service commitments, or performance guarantees preferred • Proficiency with Verint, Amazon Connect, and AI-enabled tools such as AI Companion preferred

🏖️ Benefits

• Annual bonus plan eligibility • Medical, vision, and dental benefits starting on day one • 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-based work

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