Call Center Supervisor-Work from Home at Cigna in Visalia, California

Job Description:

Job location: Austin, Texas, Visalia, CA or Remote, Work from Home, United States

Summary:

This position is responsible for managing 10-12 call center employees in Cigna's Supplemental Benefits division. In this role, you will be overseeing the day-to-day phone verification activities of customers applying for coverage of Cigna Supplemental Benefits products (Medicare supplemental, supplemental health and life).

Responsibilities:

• Manages the daily operations of a remote phone verification team and additional temporary contractors during Q4 peak season
  
  


• Monitors individual, team and call center results
  
  


• Effectively communicates organizational strategies to engage staff
  
  


• Partners with short and long term capacity planners
  
  


• Establish and maintain Quality Assurance standards and guidelines for staff auditing. Oversee internal controls to ensure accuracy, timeliness and quality of work to adhere to published Service Level Agreement.
  
  


• Understands and utilizes all Management Reporting tools to effectively drive performance measurements
  
  


• Utilizes coaching behaviors to drive employee engagement and positive performance results
  
  


• Responsible for hiring, onboarding, training, compensation planning, performance management, employee relations concerns/issues and employee development
  
  


• Identifies operational and / or potential systemic problems; identifies root causes and ensures that solutions are implemented promptly
  
  


• Will manage team in Austin, Texas and Visalia California
  
  

Qualifications:

• Associate's or Bachelor's Degree preferred or equivalent work experience of 3-5 years in customer service/call center
  
  


• 
  Previous people management experience required
  
  


• 
  Customer Service/Call Center Experience required
  
  


• Healthcare experience strongly preferred
  
  


• Strong communication skills (written and verbal)
  
  


• Strong time management skills required
  
  


• Ability to partner with multiple internal matrix partners
  
  

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

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.