Customer Service Supervisor

The Cigna Group

. Lead and support the daily operations of a virtual team of 20+ Patient Care Advocates .

Posted 10/28/2026full-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 effectively manage a virtual team of Patient Care Advocates, ensuring high performance and accountability while fostering an inclusive environment. Utilizes data analysis and operational insights to drive continuous improvement and enhance service delivery.

Highest-signal resume keywords

Leadership ExperienceCoaching SkillsCustomer Service ExperienceData AnalysisMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisPerformance ImprovementOperational ReportingCoachingCustomer Service

Soft Skills

Strong CommunicationCollaborativeInnovative ThinkingProblem-SolvingAccountability

Tools & Technologies

Microsoft OutlookMicrosoft TeamsMicrosoft WordMicrosoft ExcelMicrosoft PowerPoint

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Patient CareVirtual Team ManagementEmployee RelationsWorkforce ManagementService Delivery Standards

About the role

Key responsibilities & impact

Lead and support the daily operations of a virtual team of 20+ Patient Care Advocates
Motivate, coach, and develop team members to meet team and individual targets
Meet regularly with Advocates to recognize positive behaviors, provide improvement coaching, and create action and follow-up plans
Communicate clear expectations through individual and team meetings and build accountability
Conduct proactive call monitoring and data analysis to detect service issues and trends
Use metrics to identify performance improvement needs, customer trends, and continuous improvement opportunities
Use real-time workforce and performance tools to share business performance insights with Workforce Management and Leadership
Drive employee retention and development
Identify trends and service opportunities and develop mitigation action plans
Build an inclusive environment valuing different perspectives and improving the Advocate experience
Ensure service delivery and quality standards are met or exceeded
Manage obligations to clients and customers effectively
Partner with Employee Relations, Workforce Management, Training, Coaching, Quality, Operations, and other functional areas
Work with the Senior Manager to execute operational strategy and lead day-to-day operations

Requirements

What you’ll need

High School Diploma or GED required
1+ years of formal or informal leadership experience, such as team lead, SME, mentor, trainer, or supervisor
Strong coaching background
Experience working in a customer service setting
Innovative, strategic, and creative thinking skills with a focus on continuous process improvement
Demonstrated ability to handle difficult conversations professionally
Highly collaborative, with the ability to drive change and influence within a cross-functional matrix team environment
Strong oral and written communication
Working knowledge of Microsoft Office programs, including Outlook, Teams, Word, Excel, and PowerPoint
Ability to interpret operational reports, identify root causes, and translate findings into measurable action plans
Ability to respond to escalations, staffing challenges, system issues, and other operational disruptions
Ability to work outside the normal shift when needed to support business operations, peak periods, or urgent escalations
Demonstrated ability to lead, engage, and maintain accountability across a virtual or geographically dispersed team
Experience addressing performance concerns, documenting coaching, administering corrective action, and partnering with Employee Relations or Human Resources
Demonstrated ability to lead teams through process, technology, client, or organizational changes
Tuesday–Saturday availability, 3:00 PM–12:00 AM EST
Home internet service through cable broadband or fiber optic provider with at least 10 Mbps download and 5 Mbps upload

Benefits

Comp & perks

Annual bonus plan eligibility
Medical, vision, and dental benefits starting on 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
Remote work/home-based arrangement
Cable broadband or fiber optic internet requirement for home working