Customer Care Operations, Supervisor – Hybrid

Cigna Group•Lake Mary, FL

9d•Hybrid

About The Position

The Customer Care Operations Supervisor leads a team to ensure a seamless and high-quality customer experience throughout the order cycle. This role involves overseeing daily operations, managing customer interactions, and driving team performance and operational excellence in a hybrid work environment.

Requirements

High school diploma or equivalent required
3+ years of leadership experience in customer service, customer care, contact center, order management, operations, or a related environment.
Demonstrated success leading teams and developing employees.
Experience managing customer interactions across multiple channels, including phone and email.
Experience managing service levels, workload distribution, and operational performance metrics.
Strong communication, coaching, and relationship-building skills.
Strong analytical, organizational, and problem-solving abilities.
Ability to manage multiple priorities in a fast-paced environment.
Experience supporting order management, fulfillment, customer support, or operational service teams.
Experience with workforce management, call queue management, and service level monitoring.
Knowledge of SAP, CRM platforms, and customer service technologies.
Experience leading change management and process improvement initiatives.
If working at home, internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Nice To Haves

Bachelor's degree preferred

Responsibilities

Leads, coaches, and develops a multi-level customer care team, fostering accountability, collaboration, and continuous improvement while managing hiring, training, and employee engagement.
Manages inbound and outbound customer communications, ensuring timely and professional resolution of inquiries, acting as an escalation point, and maintaining service standards.
Oversees end-to-end order activities such as entry, validation, fulfillment support, cancellations, shipment tracking, return authorizations, and compliance with operational controls and state license verifications.
Monitors queue performance, workload distribution, and operational metrics to ensure service levels, partners with leadership on staffing, and drives process enhancements to improve efficiency and customer satisfaction.
Monitors team performance and team interactions, aligns decision making and improvements to reports and operational data, implements enhancements to improve processes and customer satisfaction, supports change initiatives and contributes to the evolution of the Customer Care organization.