Position Summary:

We are looking for an experienced people-focused leader that is passionate about customer care!

Digital Operations Chat is a growth space in the US Commercial-Medical org within Cigna's Customer Service Operations (CSO). Chat is undergoing significant change and requires adept leaders to navigate the complexities and ambiguity of our space. We are dedicated to creating a culture about people - the people we work with and the customers we support each and every day.

The Customer Service Senior Supervisor will lead and manage the daily activities of a group of Chat advocates – a group of tenured, people-focused experts who are dedicated to customer experience and setting the bar for quality care. This role will provide direction and guidance regarding policies, procedures, workflows, customer service quality, staffing, and training needs. Responsible for monitoring customer service standards as well as coaching and developing staff. Responsible for the successful performance and achievement of all key performance indicators and service level metrics. This position will require flexibility to adapt work hours and availability as business needs require.

Primary Responsibilities

• Leads and supports the daily operations of a team of 18-20 Chat Advocates in a virtual setting.
• Manages the process of selection, hiring, training, development, performance assessments, disciplinary actions, and coaching for staff.
• Develops and manages relationships within the department through consistent one on one performance, development, and coaching sessions with direct reports, roundtables, skip-level one-on-ones, and impromptu coaching sessions, and formal communications through other means.
• Monitor individual and team internal metrics to meet key operational KPIs.
• Identifies staff education opportunities and proactively collaborates with training on a continuous basis.
• Manages and promotes customer satisfaction and demonstrates consistent improvement in customer experience.
• Identifies future operational needs and creates or suggests new projects to facilitate for continuous improvement.
• Excels at recognition and rewarding exemplary performances and behaviors.
• Participates in growth and strategy projects and initiatives to help build the future of the Chat space.

Key Qualifications

• 3+ years of experience managing a customer service or contact center team required.
• 3+ years of experience utilizing KPI tools to access and improve performance required.
• Demonstrated leadership skills and experience managing and motivating teams preferred.
• Intermediate to advanced proficiency Microsoft Office Suite and nimble learning with new technology in the Digital space.
• Demonstrated oral, written, interpersonal communication and negotiation skills preferred.
• Must collaborate with various levels of leadership utilizing strong communication skills.
• Successful candidates will have prior experience with time management, excellent organizational skills, are detail-oriented, highly motivated and people-focused.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 55,100 - 91,800 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.