Customer Service Manager - Remote

at  The Cigna Group

POSITION SUMMARY

This Customer Service Manager will lead the strategy and day to day operations for our iCSA and Overnight teams in a virtual environment. They will provide direction and guidance regarding policies, procedures, workflows, customer service quality, staffing, and training needs. Responsible for monitoring customer service standards as well as coaching and developing internal staff and providing guidance to vendor management team. Responsible for the successful performance of the vendor sites and internal department’s achievement of all key performance indicators and service level metrics. Responsible for readiness and early adoption as changes are implemented. This position will require flexibility to adapt work hours and availability as business needs require.

QUALIFICATIONS

• High School Diploma or GED required.
• 5+ years’ experience within Operations Management required.
• Experience leading leaders highly preferred.
• Experience leading in a Customer Centric culture and strong customer service orientation required.
• Experience with Customer Satisfaction surveys preferred and a proven history of improving an operation’s overall effectiveness and efficiency while improving the customer experience required.
• Strong operational orientation and competence. Demonstrated influential leadership in/with a highly matrixed operations organization.
• Proven results in leading an organization and peers through changing business and/or operations priorities.
• Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team.
• Ability to motivate, inspire and rally a team around a common vision.
• Exceptional verbal and written communication skills with demonstrated ability to research, problem solve, trouble shoot, lead, influence and partner across the organization.

• Lead Digital Operations iCSA and Overnight teams, including 7 Front Line Supervisors and Staff (total span of control ~140 internal employees)
• Direct the overall service-related activities for the team’s customer service function. Supports the company’s customer experience and operations strategies
• Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming and employee development
• Interfaces with other service functions and business units (e.g. sales, account management, technology) accordingly
• Directs workforce management execution to optimize operational efficiencies while not compromising the customer experience.
• Executes technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests.
• Develops innovative solutions, provides direction regarding overall objectives for process improvement initiatives and works closely with technology teams on enhancements impacting Operations
• Supports operations teams that may include evening, overnight, and weekend shift coverage
• Identifies staff education opportunities and proactively collaborates with training on a continuous basis
• Manages and promotes customer satisfaction and demonstrates consistent improvement in customer experience
• Identifies future operational needs and creates or suggests new projects to facilitate for continuous improvement