Job description
Qualifications:
- High School Diploma or GED required, advanced degree preferred
- 2+ year Supervisory, Management, or Coaching Leadership experience
- [Training] 3+ years of Customer Service Operations experience
- [Quality] Proficiency with quality evaluation platforms, reporting tools, and contact center systems, preferred.
- [Quality] Prior experience in quality review, lead roles and supervisory capacities within a contact center environment.
- [Quality] Strong understanding of quality assurance methodologies and evaluation workflows.
- Experience with Cigna products, Cigna Operations, or healthcare-based contact center environment.
- Demonstrated ability to coach, motivate and develop team members
- Highly developed decision-making and problem-solving skills
- Excellent analytical and critical thinking skills
- Solid background in performance management and employee coaching and motivation
- Strong written and verbal communication skills
- Ability to handle multiple assignments/priorities, projects and deliverables simultaneously in a fast-paced operational environment
- Ability to drive continuous process improvement with an understanding of workflow design, or operational transformation
- Ability to manage in a virtual environment
- Open to the possibility of travel quarterly in the future if needed
Core Competencies
- Leadership & Coaching
- Analytical Thinking & Problem Solving
- Quality & Compliance Focus
- Collaborative Partnership
- Continuous Improvement Mindset
- Decision-Making & Judgment
- Strong Organizational and Time-Management Skills
As an OE Senior Supervisor you will manage a team of one or a combination of the following roles trainers, trainer assistants, and quality review and audit lead representatives. As the OE supervisor, you will be responsible for leading, developing, and supporting a team aligned to specific business units.
As a leader of a training team, you will have the opportunity to collaborate with other OE peers and business partners on the development and delivery of materials on company products, processes and technologies. You will manage projects that support the improvement of customer experience and ensure that team members develop, maintain, and increase their own technical and/or process knowledge.
As a leader of a quality team, you will ensure the accurate and consistent evaluation of customer/provider interactions across phone, chat, and email channels, supporting operational excellence, compliance, and continuous improvement. You will provide oversight of the quality review process, partner with operational teams to address performance trends, and drive initiatives that improve experience, documentation accuracy, and workflow efficiency.
Key Responsibilities:
Leadership & Team Development:
- Coach and mentor team members to drive high quality, customer centric service, efficiency and obtain and maintain technical proficiency.
- Track performance against goals on a regular basis using key metrics; analyze and act on any barriers to achieving expected service levels in a timely manner
- Manage and prioritize workflows to ensure compliance requirements are met.
Process Improvement & Operational Excellence
- Lead initiatives aimed at improving customer experience, documentation standards, and advocate performance.
- Partner with matrix stakeholders to identify operational gaps and recommend workflows or training improvements based on evaluation insights.
Systems, Tools & Standards Support
- Ensure team proficiency in all quality review and/or training systems, tools, and contact center technology.
- Support rollout of updated processes, audit guidelines, and training materials.
Reporting, Insights & Communication
- Analyze audit results to identify performance trends, root causes, and improvement opportunities.
- Prepare reporting and insights that inform coaching strategies, training gaps, and operational performance.
- Communicate findings effectively to leaders, partners, and cross-functional stakeholders.
Training Oversight:
- Manage logistics for the team to ensure appropriate level of support is provided to Operations
- Partner with internal and external business partners to identify coaching and training needs
- Continuously identify and implement solutions to streamline process efficiencies, effectiveness and improve performance levels by collaborating with internal business partners
- Coordinate the development and implementation of team activities, including staffing and scheduling
- Focus on ensuring short-term outputs, and the effectiveness of team integration with other work areas
Quality Oversight:
- Oversee the end-to-end evaluation process for calls, chats, and emails, ensuring alignment with current Cigna policies, procedures, and regulatory/business requirements.
