Customer Service Supervisor
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Job Description
Customer Service Supervisor leading virtual Patient Care Advocate teams for The Cigna Group’s healthcare services. Coaching staff, monitoring performance, and improving member and client experience.
Responsibilities:
- 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 coaching, and create action and follow-up plans
- Communicate clear expectations and behaviors through individual and team meetings
- Build accountability within the team
- Conduct proactive call monitoring and data analysis to detect emerging 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 that values different perspectives and improves the Advocate experience
- Ensure service delivery and quality standards are met or exceeded
- Manage obligations to clients and customers effectively
- Partner with other functional areas to optimize the customer experience
- Work with the Senior Manager to execute operational strategy and lead day-to-day operations
- Collaborate with Employee Relations, Workforce Management, Training, Coaching, Quality, and 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
- For home-based work, cable broadband or fiber optic internet with at least 10Mbps download/5Mbps upload
Benefits:
- Annual bonus plan eligibility
- Medical insurance
- Vision insurance
- Dental insurance
- 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 workers
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