Customer Service Supervisor - Express Scripts - Hybrid

Cigna Group • Memphis, TN

1d • Hybrid

About The Position

The Customer Service Supervisor will lead a team of 14 Customer Service Senior Representatives to deliver best‑in‑class service to patients, caregivers, manufacturers, and internal and external partners. This role ensures operational excellence, supports team development, and resolves complex service issues with a focus on quality, efficiency, and member satisfaction.

Requirements

• High School diploma or GED required
• Ability to build and maintain effective relationships with internal and external stakeholders
• Strong leadership, communication, and organizational skills.
• Passion for delivering outstanding service to members, clients, and providers
• Proven track record of achieving KPIs and elevating service standards
• 1–3 years plus of supervisory or team‑lead experience.
• Experience in healthcare, pharmacy benefits, or a related customer service environment.
• Familiarity with SAP systems, workforce management tools, and performance dashboards.
• 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.

Responsibilities

• Leadership & Team Development Recruit, hire, onboard, and train team members to maintain a skilled and engaged workforce.
• Evaluate employee performance, provide coaching and feedback, conduct reviews, and recommend corrective actions when necessary.
• Motivate the team and cultivate a positive, inclusive, growth‑oriented environment.
• Serve as a knowledgeable resource for staff, supporting problem resolution and answering questions about processes and procedures.
• Operational Management Oversee daily team operations and provide ongoing support to staff.
• Develop and manage work schedules to ensure adequate coverage and smooth workflow.
• Lead team meetings and communicate updates on internal processes, procedures, and performance expectations.
• Perform additional duties as assigned to support patient care and operational effectiveness.
• Customer Issue Resolution Take ownership of escalations and complex customer service issues, providing timely solutions and keeping senior stakeholders informed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees