Customer Service Supervisor

🔥 15 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

Founded 1982

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • Healthcare Insurance • Pharmaceuticals

The Cigna Group is a global health company committed to improving the health and vitality of its clients, customers, and patients. With its two divisions, Cigna Healthcare and Evernorth Health Services, the company focuses on enhancing quality of life through healthcare services and pharmacy benefits management. The Cigna Group is dedicated to ethical practices in healthcare and artificial intelligence, and strives to create positive change in the healthcare system. It also emphasizes its Environmental, Social, and Governance (ESG) responsibilities, aiming to impact health equity and foster innovation in healthcare delivery.

📋 Description

• Lead a virtual team of 20+ Patient Care Advocates to meet or exceed service and quality goals. • Coach and develop Advocates through regular one-on-ones, skill building, and follow-up plans. • Build 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 to identify trends and share insights with Workforce Management and leadership. • Remove barriers by ensuring Advocates have the tools, training, and support needed to deliver quality service. • Build an inclusive team culture to improve retention and engagement. • Drive continuous improvement and partner across teams to improve customer experience. • Respond to escalations, staffing gaps, and system issues. • Partner with the Senior Manager, Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations to lead daily operations.

🎯 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. • Home internet via cable broadband or fiber optic service with at least 10Mbps download/5Mbps upload when working at home. • Preferred: 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.

🏖️ Benefits

• Annual bonus plan eligibility • Medical, vision, and dental benefits from 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

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