Customer Service Supervisor Express Script - Remote

Cigna Healthcare•Florida Work at Home, FL

1d•$51,700 - $86,100•Remote

About The Position

The Commercial Supervisor leads and supports a virtual team of Patient Care Advocates who serve Commercial Market members and clients. The role focuses on coaching, developing, engaging, and motivating team members so they can deliver an exceptional customer experience. The Supervisor provides Advocates with appropriate tools and training, identifies root causes of service challenges, and removes barriers to excellent service. The Supervisor ensures that service delivery and quality standards are met or exceeded, manages commitments to clients and customers, drives continuous improvement, and partners with other functions to optimize the customer experience. Working with the Senior Manager, the Supervisor executes operational strategy and leads day-to-day operations. The role collaborates with Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations, and supports a geographically dispersed team with varied skills and responsibilities. The role is remote and scheduled Tuesday through Saturday, 3:00 PM to 12:00 AM EST. The anticipated annual salary is $51,700–$86,100, depending on relevant factors such as experience and geographic location. The role is also anticipated to be eligible for an annual bonus plan. For employees working at home, the internet connection must be through cable broadband or fiber optic service with speeds of at least 10 Mbps download and 5 Mbps upload.

Requirements

High school diploma or GED.
At least 1 year of formal or informal leadership experience, such as team lead, subject matter expert, mentor, trainer, or supervisor.
Strong coaching background.
Experience working in a customer service setting.
Innovative, strategic, and creative thinking, with a focus on continuous process improvement.
Ability to handle difficult conversations professionally.
Strong collaboration skills and ability to drive change and influence in a cross-functional matrix environment.
Strong oral and written communication skills.
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.
Ability to work outside the normal shift when needed to support business operations, peak periods, or urgent escalations.
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.

Responsibilities

Lead and support the daily operations of a virtual team of 20 or more Advocates.
Motivate, coach, and develop team members to meet team and individual targets.
Meet regularly with Advocates to recognize positive behaviors, coach areas for improvement, and create action and follow-up plans.
Communicate clear expectations and behaviors in individual and team meetings and build accountability.
Conduct proactive call monitoring and data analysis to detect emerging service issues and trends.
Use metrics to identify performance improvement needs, customer trends, and continuous-improvement opportunities.
Use real-time workforce and performance tools to share business-performance insights with Workforce Management and Leadership.
Drive employee retention and development.
Identify trends and service opportunities and develop mitigation action plans.
Build an inclusive environment that values different perspectives and improves the Advocate experience.
Work with the Senior Manager to execute operational strategy and lead day-to-day operations.
Partner across Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations to deliver commitments to customers and clients.