Senior Manager, Individual Dental Call Center Management – Distribution Support

Job not on LinkedIn

🔥 0 minutes ago

🏰 Missouri – Remote

🏰 Missouri – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.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 the Call Center & Distribution Support function for Individual Dental, overseeing Direct-to-Consumer New Sales and Retention call center operations across internal teams and outsourced partners • Manage, coach, and direct Sales and Distribution Support Advisor and Senior Advisor roles • Oversee outsourced call center partner performance, staffing readiness, capacity planning, service delivery, KPI achievement, issue resolution, and continuous improvement • Establish governance routines with call center vendors and internal partners to review performance, address risks, escalate issues, and execute action plans • Oversee call routing, prioritization, volume trends, reporting, and escalation processes • Provide operational oversight for policies, procedures, call scripting, quality expectations, and related controls • Own workforce management, aligning staffing, schedules, service levels, productivity expectations, and performance with forecasted call demand • Develop an in-house broker support model with tiered support and concierge account service for top distribution partners • Lead distribution operations including book of business updates, commission concerns, onboarding/offboarding, and broker sales, enrollment, payment, and service issue resolution • Implement reporting routines covering sales, retention, broker support, agent behavior, quality, productivity, service levels, and operational KPIs • Drive process improvement, workflow simplification, SOP documentation, reduced operational friction, and execution consistency • Build team capability, develop talent, foster accountability, and strengthen cross-functional and vendor relationships

🎯 Requirements

• Bachelor’s degree in business, communications, health care, or related field required; advanced degree desirable or equivalent proven experience considered • 8+ years of experience in sales operations, call center operations, vendor management, health insurance operations, or a related combination • 5+ years of successful people leadership experience preferred, including experience managing, coaching, and developing operational support teams • Experience managing outsourced call center or vendor partner relationships, including KPI management, governance routines, issue resolution, and performance improvement • Solid knowledge of the health insurance industry, regulatory environment, sales operations processes, and call center technology, terminology, and performance drivers • Experience identifying operational and technology gaps, developing solutions, and implementing changes across internal and external partners • Strong process improvement background with demonstrated experience developing SOPs, operating routines, reporting disciplines, and scalable operational practices • Ability to influence, gain consensus, and drive accountability across internal matrix partners and external vendors • Strong verbal, written, presentation, relationship-building, and executive communication skills • Solid organizational and time management skills with ability to manage multiple priorities, projects, and partner deliverables in a fast-paced, changing environment • For home working, internet connection must use cable broadband or fiber optic service with minimum speeds of 10Mbps download/5Mbps upload

🏖️ Benefits

• Remote/home working permitted occasionally or permanently, subject to cable broadband or fiber optic internet service with at least 10Mbps download/5Mbps upload • Tobacco-free policy • Reasonable accommodation support for the online application process