Customer Service Supervisor Express Script - Remote

Position Summary

The Commercial Supervisor plays a pivotal role in the success of our Patient Care Advocates (PCAs) who support our Commercial Market members and clients. Our leaders are people-focused, lead with a servant leadership mindset, and are invested in the growth and support of their teams. This role is customer-oriented and centered on supporting, coaching, and developing a team to deliver an exceptional experience.

As a leader within the Commercial Market, the Supervisor is primarily focused on coaching, developing, engaging, and motivating their team to deliver an elevated experience to our members and clients. The Supervisor supports Advocates by ensuring they have the right tools and training, identifying root causes of service challenges, and removing barriers to excellent service.

Essential skills include customer focus, motivating others, setting priorities, and removing obstacles for the team. A commitment to continuous improvement and strong collaboration with other departments and colleagues are critical to success.

The primary responsibilities of this role are to ensure service delivery and quality standards are met or exceeded, manage obligations to clients and customers effectively, drive continuous improvement within the department, and partner with other functional areas to optimize the customer experience.

The Supervisor works with the Senior Manager to execute the operational strategy for the organization and lead day-to-day operations.

This role requires the ability to engage and motivate a team with diverse skills, responsibilities, and geographic locations, and to drive collaboration with partners across Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations to deliver on our commitments to customers and clients.

Key Responsibilities

• Leads and supports the daily operations of a virtual team of 20+ Advocates.
• Motivates, coaches, and develops team members to meet team and individual targets.
• Meets regularly with Advocates to recognize positive behaviors, provide coaching on areas for improvement, and ensure action and follow-up plans are created.
• Communicates clear expectations and behaviors through individual and team meetings and builds accountability within the team.
• Conducts proactive call monitoring and data analysis to promptly detect emerging service issues and trends, ensuring sustained performance.
• Uses metrics to identify performance improvement needs, customer trends, and other opportunities for continuous improvement.
• Leverages real-time workforce and performance tools to share insights on business performance with Workforce Management and Leadership.
• Drives employee retention and development.
• Proactively identifies trends and service opportunities and develops mitigation action plans.
• Builds an inclusive environment that values different perspectives and focuses on improving the Advocate experience.

Qualifications

• High School Diploma or GED required.
• 1+ years of formal or informal leadership experience, such as team lead, SME, mentor, trainer, or supervisor.
• Strong coaching background.
• Experience working in a customer service setting.
• Innovative, strategic, and creative thinking skills with a focus on continuous process improvement.
• Demonstrated ability to handle difficult conversations professionally.
• Highly collaborative, with the ability to drive change and influence within a cross-functional matrix team environment.
• Strong oral and written communication.
• 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.
• Work Schedule Tuesday - Saturday, 3:00 PM - 12:00 AM EST

Additional information

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.

Pay and benefits

For this position, we anticipate offering an annual salary of 51,700 - 86,100 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs,