Customer Service Supervisor

Cigna Wilmington , DE 19801

Posted 2 months ago

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Role Summary

Manages the daily activities of a team of customer service representatives who respond to/research customer/member inquiries/issues within Customer expectation and Cliental KPIs. Provides direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs while exhibiting passion to deliver key behaviors of Forward Thinking, Ownership, Caring, United, and Service. Responsible for monitoring customer service standards.

Responsibilities

  • Supervise and motivate a team of customer service representatives to deliver World Class Customer Service with a keen focus on service from the Customer Point of View; ability to coach on soft skills, engagement and FCR. Focus on achieving key results including Net Promoter Score targets and improving the overall customer experience by identifying process improvement opportunities and driving a culture of customer centricity throughout the customer service center.

  • Lead by example demonstrating the highest level of customer centricity, professionalism, engagement and inspection at all times. Develop a positive team relationship by being supportive, visible and easily accessible at all times.

  • Provide individualized and ongoing performance management to ensure efficiency and productivity of all team members. Conduct individual & team coaching and development sessions. Ability to identify talent through interview processing; developing on boarding plan for new hires and Career development planning for team members.

  • Punctual, regular, and consistent attendance is required

  • Maintain and recognize cultural differences/sensitivity

Qualifications

  • Demonstrated customer centric orientation with key focus on process improvement and operational efficiency.

  • Demonstrated results orientation; Working proficiency with metrics, measurements, reports and operations.

  • Demonstrated ability to lead/motivate employees; Ability to recognize individual difference among the associates and design approach/style to.

  • Strong communication skills; Ability to clearly communicate goals, concepts, processes to a wide audience and capability of tailoring levels of communications to audience

  • Organized and detail oriented work style.

  • Typically has eight or more years of experience customer service experience and may have three or more years management experience.

  • High School Diploma or equivalent required; BA/BS preferred.

SHIFT - Must be flexible; weekends

Qualified applicants will be considered for employment without regard to age, race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status.

If you require an accommodation based on your physical or mental disability please email: SeeYourself@cigna.com. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.


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Customer Service Supervisor

Cigna