Customer Service Supervisor

The Cigna Group

. Coach and inspire a virtual team of Patient Care Advocates supporting Commercial Market members and clients .

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

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching abilities to inspire and develop a virtual team of Patient Care Advocates while driving operational excellence and continuous improvement. Proficient in utilizing metrics and tools to enhance service quality and ensure compliance with industry standards.

Highest-signal resume keywords

Leadership ExperienceCoaching SkillsOperational Strategy ImplementationVerint ProficiencyHIPAA Knowledge

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Operational ReportingPerformance ManagementData AnalysisService Level ManagementQuality Standards Compliance

Soft Skills

Strong Communication SkillsCollaborative StyleCreative Problem SolvingInfluencing SkillsTeam Building

Tools & Technologies

VerintAmazon ConnectAI CompanionMicrosoft OfficeCC Pulse

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Patient Care AdvocacyCommercial MarketEmployee RelationsContinuous ImprovementClient Expectations Management

About the role

Key responsibilities & impact

Coach and inspire a virtual team of Patient Care Advocates supporting Commercial Market members and clients
Partner with the Senior Manager to implement operational strategy and lead daily operations
Collaborate with Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations
Lead a virtual team of 20+ Advocates to meet or exceed service and quality goals
Coach and develop Advocates through regular one-on-ones, skill building, and follow-up plans
Establish 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 metrics and real-time tools to identify trends and share insights with Workforce Management and leadership
Remove barriers by ensuring Advocates have the necessary tools, training, and support
Build an inclusive team culture to improve retention and engagement
Drive continuous improvement and partner across teams to enhance customer experience
Respond to escalations, staffing gaps, and system issues

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
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 preferred

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 arrangement
Cable broadband or fiber optic internet requirement with at least 10Mbps download/5Mbps upload for home-based work