Customer Service Supervisor Express Script - Remote

The Cigna Group is hiring a Customer Service Supervisor to lead the daily operations of a virtual team of Patient Care Advocates supporting Commercial Market members and clients. The role focuses on coaching and developing team members, maintaining service quality, identifying performance trends, and driving continuous improvement in collaboration with other departments.

Responsibilities:

• Leads and supports the daily operations of a virtual team of 20+ Advocates
• Motivates, coaches, and develops team members to meet team and individual targets
• Meets regularly with Advocates to recognize positive behaviors, provide coaching on areas for improvement, and ensure action and follow-up plans are created
• Communicates clear expectations and behaviors through individual and team meetings and builds accountability within the team
• Conducts proactive call monitoring and data analysis to promptly detect emerging service issues and trends, ensuring sustained performance
• Uses metrics to identify performance improvement needs, customer trends, and other opportunities for continuous improvement
• Leverages real-time workforce and performance tools to share insights on business performance with Workforce Management and Leadership
• Drives employee retention and development
• Proactively identifies trends and service opportunities and develops mitigation action plans
• Builds an inclusive environment that values different perspectives and focuses on improving the Advocate experience

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
• 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