Senior Manager, Individual Dental Call Center Management - Distribution Support

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🔥 0 minutes ago

🐊 Florida, Missouri, +3 more states – Remote

🐊 Florida – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🎸 Tennessee – Remote 🤠 Texas – 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

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 the Call Center & Distribution Support function for Individual Dental, accountable for 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 management practices, including routing, prioritization, volume trends, reporting, and escalation processes • Provide operational oversight for policies, procedures, call scripting, quality expectations, and related controls • Own workforce management and align staffing, schedules, service levels, productivity expectations, and operational 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 resolution of broker sales, enrollment, payment, and service issues • Implement reporting routines covering sales, retention, broker support, agent behavior, quality, productivity, service levels, and operational KPI performance • Drive process improvement, strengthen SOP documentation, reduce operational friction, and improve 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 • Demonstrated 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 • Proven 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 • If working at home occasionally or permanently, internet connection must be through a cable broadband or fiber optic internet service provider with at least 10Mbps download/5Mbps upload

🏖️ Benefits

• Remote work arrangement • Tobacco-free policy • Reasonable accommodation for the online application process • Equal employment opportunity protections • Consideration of qualified applicants with criminal histories consistent with applicable ordinances