Customer Service Supervisor

The Cigna Group

. Lead a virtual team of 20+ Patient Care Advocates to meet or exceed service and quality goals.

Posted 10/30/2026full-timeRemote • United StatesJunior💰 $51,700 - $86,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and coaching abilities to develop and manage a virtual team of Patient Care Advocates, ensuring high-quality service delivery and continuous improvement. Proficient in operational analysis and compliance with HIPAA and Express Scripts quality standards.

Highest-signal resume keywords

Leadership ExperienceCoaching SkillsOperational ReportingVerint ProficiencyHIPAA Compliance Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational ReportingCoaching SkillsPerformance ManagementData AnalysisService Level Management

Soft Skills

Strong Communication SkillsCollaborative StyleCreative Problem SolvingStrategic ThinkingConflict Resolution

Tools & Technologies

VerintCC PulseMicrosoft OfficeAmazon ConnectAI Companion

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Patient Care AdvocacyQuality StandardsEmployee RelationsContinuous ImprovementVirtual Team Management

About the role

Key responsibilities & impact

Lead a virtual team of 20+ Patient Care Advocates to meet or exceed service and quality goals.
Coach and develop Advocates through regular one-on-ones, skill building, and follow-up plans.
Build accountability through clear expectations in team and individual meetings.
Monitor calls and review data to identify service issues and create action plans.
Use Verint and CC Pulse to identify trends and share insights with Workforce Management and leadership.
Remove barriers by ensuring Advocates have the tools, training, and support needed to deliver quality service.
Build an inclusive team culture to improve retention and engagement.
Drive continuous improvement and partner across teams to improve customer experience.
Respond to escalations, staffing gaps, and system issues.
Partner with the Senior Manager, Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations to lead daily operations.

Requirements

What you’ll need

High School Diploma or GED.
1+ years of leadership experience, such as RTL, SME, mentor, trainer, or supervisor.
Strong written and verbal communication skills, including handling difficult conversations with care and professionalism.
Ability to read operational reports, find root causes, and turn findings into measurable action plans.
Collaborative style with the ability to influence and drive change across cross-functional teams.
Creative, strategic thinker focused on continuous improvement.
Working knowledge of HIPAA, Express Scripts quality standards, and company compliance requirements.
Working knowledge of Microsoft Office, including Outlook, Teams, Word, Excel, and PowerPoint.
Flexibility to work beyond your normal shift during peak periods or urgent needs.
Home internet via cable broadband or fiber optic service with at least 10Mbps download/5Mbps upload when working at home.
Preferred: Bachelor's degree.
Preferred: Strong coaching background.
Preferred: Experience leading and engaging a virtual or geographically dispersed team.
Preferred: Experience managing attendance, schedule adherence, occupancy, staffing, and service levels.
Preferred: Experience addressing performance concerns, documenting coaching, administering corrective action, and partnering with Employee Relations or Human Resources.
Preferred: Experience leading teams through process, technology, client, or organizational change.
Preferred: Experience managing client expectations, service commitments, or performance guarantees.
Preferred: Proficiency with Verint, Amazon Connect, and AI-enabled tools such as AI Companion.

Benefits

Comp & perks

Annual bonus plan eligibility
Medical, vision, and dental benefits from day one
Well-being and behavioral health programs
401(k)
Company-paid life insurance
Tuition reimbursement
Minimum of 18 days of paid time off per year
Paid holidays
Leaves of absence