Customer Service Supervisor

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $51.7k - $86.1k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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

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 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 improvement coaching, and create action and follow-up plans • Communicate clear expectations through individual and team meetings and build accountability • Conduct proactive call monitoring and data analysis to detect 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 valuing different perspectives and improving the Advocate experience • Ensure service delivery and quality standards are met or exceeded • Manage obligations to clients and customers effectively • Partner with Employee Relations, Workforce Management, Training, Coaching, Quality, Operations, and other functional areas • Work with the Senior Manager to execute operational strategy and lead day-to-day 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 • Home internet service through cable broadband or fiber optic provider with at least 10 Mbps download and 5 Mbps upload

🏖️ 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/home-based arrangement • Cable broadband or fiber optic internet requirement for home working