Customer Service Senior Representative - Accredo - Remote

The Cigna Group

1d•Remote

About The Position

This role is responsible for building and maintaining strong relationships with business and operational partners. The position communicates call performance trends and provides insights, recommendations for improvement, and best practices. It also shares information related to advocate behaviors and associated business impacts. The role partners with operational leaders to ensure advocates are assigned to appropriate skill groups to maintain critical call performance metrics and align with agreed-upon workforce strategies using Verint Workforce Optimization.

Requirements

High School Diploma or equivalent required; Bachelor’s degree preferred
Minimum of one year of experience in a workforce or performance coordination advisor role
Must be a current participant in the Emerging Centralized Business Coordination program
Strong business acumen with the ability to multitask in a fast-paced environment
Strong proficiency in Microsoft Office products, including Microsoft Excel, with the ability to create and generate spreadsheets
Strong analytical skills with the ability to analyze data, identify potential problems or opportunities, and recommend and implement solutions
Excellent verbal and written communication skills, including the ability to explain complex or technical topics clearly, communicate effectively with individuals and groups, and actively listen
Demonstrated ability to act with speed and purpose
Detail-oriented with strong organizational and relationship-building skills
Demonstrated ability to positively embrace and adapt to change
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.

Nice To Haves

Experience coaching peers preferred

Responsibilities

Provide oversight of multiple leadership communication channels and supervisor team chats
Enter and manage requests from leaders in Verint Workforce Optimization, including: Approving or declining paid time off requests based on staffing capacity
Processing same-day schedule change requests
Entering overtime segments
Processing time off without pay requests
Process requests submitted through the centralized email inbox, including: Flexible schedule requests
Vacation buy-down paid time off requests
Natural disaster requests
Urgent governance requests
Future coaching requests
Overtime cancellations
Voluntary time off requests
Monitor, review, and enter scheduling exceptions documented in SharePoint
Assist with global and individual system issues, troubleshooting directly with the production and capacity support team
Coordinate and support learning management system training activities
Monitor real-time schedule adherence using Verint Quick View
Monitor staffing levels using workforce planning tools and report concerns as needed
Conduct biweekly meetings with supervisors to discuss reminders, trends, and employee recognition
Participate in supervisor team meetings to communicate reminders, provide process updates, and answer questions related to workforce and capacity planning