17 days old

Customer Service Supervisor - Accredo- Work at Home

Cigna
Memphis, TN 38103
  • Job Code
    21024296
Responsible for day-to-day operations of a team of associates in a call center and monitors productivity and performance standards. Plans and directs work flow and project assignments. Oversees call volume to ensure service standards are met. Conducts hiring, training, and evaluation of staff. Responsible for team's adherence to corporate attendance and employment policies. Works with the Call Center Manager to develop policies, procedures and the business work plan for the team. Recognizes and recommends operational improvements.

ESSENTIAL FUNCTIONS

Manage team of call center associates to promote a working team environment and ensure best practices are shared.

Works to develop employee's skills, evaluates performance and provides feedback.

Oversees resolution of employee relations issues and performance standards, productivity and service standards.

Conducts hiring, training, and evaluation of staff.

Provide on-going coaching to each Customer Service Associate (CSA) on their team concerning quality, reliability, accountability and productivity.

Ensure service levels and performance guarantees are met.

Work with Call Center Manager to implement strategic business work plan goals.

Tracks and periodically reports progress to management.

Assist in development of Call Center programs and process improvements to enhance the level of internal and external customer service provided.

Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution.

Backup platform team. May take overflow calls.

Special projects as assigned.

QUALIFICATIONS

HS/GED with 6 to 8 years of experience.

Prefer one year experience call center in management.

Previous supervisory experience a must

General PC knowledge including MS Office, Internet and email.

Excellent phone oral and written communication skills.

Demonstrated leadership skills including ability to effectively develop and assist team members, experience training and coaching less experienced staff with the patience to explain details and processes repeatedly.

Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions.

Knowledge of ESI call center systems and platforms, ESI products/services very helpful.

PBM and/or Managed Care industry preferred.

Ability to adapt to a dynamic working environment and make independent decisions.

Demonstrated ability to handle challenging customers in a professional manner.

ABOUT THE DEPARTMENT

The Pharmacy Operations Group is crucial to achieving our mission of helping to achieve a more sustainable health care system and better health for all. Members of this team are on the front line every day - interacting with patients, strategizing on improvements and efficiencies, and processing more than one million prescriptions that come through our world-class pharmacies and distribution facilities across the country.

For this position, we anticipate offering an annual salary of $45,100 - $75,100, depending on relevant factors, including experience and geographic location.

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

Helping our customers achieve healthier, more secure lives is at the heart of what we do. While you take care of our customers, we'll take care of you through a comprehensive benefits program that helps you be at your best. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and best in class well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and dozens of corporate discounts on essentials you use every day. For more details on our employee benefits programs, please visit the "Life at Cigna" tab on our careersite: www.cigna.com/careers

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.





Posted: 2022-01-07 Expires: 2022-02-05
Sponsored by:
ADP Logo
Sponsored by:
Bank of America Logo

Featured Jobs[ View All ]

Featured Employers

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Customer Service Supervisor - Accredo- Work at Home

Cigna
Memphis, TN 38103

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast