Medicare Customer Service Senior Supervisor - Hybrid, AZ, PA, TX - Cigna Healthcare

Work Location : Hybrid (office / home) - Philadelphia, PA, Austin, TX, Houston, TX or Scottsdale, AZ (must be located in or near one of these locations)

The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have.

Office Requirement : Must be in the office 3 days a week - Tuesday, Wednesday and a 3rd day of your choosing.

Summary :

Responsible for leading a team of licensed insurance agents who service existing and new customers. The Direct To Consumer (DTC) Conservation Senior Supervisor will monitor key performance indicator metrics and work with the DTC Retention Operations manager to oversee the entire conservation administration process.

They will collaborate with various matrix partners to achieve business goals and implement growth strategies.

Responsibilities :

• Drives customer retention results.
• Leads, coaches and develops Conservation team concentrating on individual retention productivity along with meeting activity standards.
• Focus on quality customer service, retention and customer loyalty.
• Communicates goals and monitors individual, team and call center results to identify and act on both positive and negative trends to ensure attainment of financial and performance targets.
• Works to remove barriers for front line staff in order to exceed customer expectations.
• Hires, onboard and trains new Agents.
• Manages performance through effective coaching and counseling.
• Manage the team to ensure that persistency targets are achieved.
• Conducts daily call monitoring to identify coaching opportunities.
• Reinforces learning on a daily basis through call monitoring, individual agent coaching, and assessment of agent analytics.
• Resolves escalated customer issues.
• Leads team through change by developing a positive team relationship.
• Ability to motivate employees and create a culture that supports high employee morale and career development.
• Gather data, evaluate information and present feedback to Agents for increasing performance, overall productivity and skill sets.
• Facilitates compliance with all corporate policies.
• Handles multiple assignments in fast paced atmosphere.

Qualifications :

• High School Degree required. Bachelor's degree or equivalent work experience highly preferred.
• Excellent interpersonal and relationship management skills.
• Excellent oral, written and presentation skill.
• 3 or more years of successful call center experience.
• Understanding of call center technology, terminology, and operating environment.
• Proven track record of decreasing operating costs in a phone-based environment.
• Health Insurance License required.
• Ability to multi-task, drive results, think strategically and implement a new business growth strategy.
• 2 or more years people management experience.
• Extensive background in Medicare and other supplemental health products.
• Experience with upselling customers to another product.
• Working proficiency with metrics, measurements, reports and operations.
• Strong organizational and analytical skills that result in conclusive recommendations.
• Expert knowledge of Salesforce, Excel, PowerPoint and Office products.

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.

About Cigna Healthcare :

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality.

Join us in driving growth and improving lives.

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Remote working / work at home options are available for this role.