Customer Service Supervisor

The Cigna Group

. Lead and support a team of 20+ virtual customer service representatives to meet quality, service, and productivity goals .

Posted 11/9/2026full-timeRemote • United StatesJuniorMid-Level💰 $51,700 - $86,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing a team of customer service representatives, focusing on coaching, performance improvement, and effective communication. Proficient in data analysis and problem-solving to enhance service quality and operational efficiency.

Highest-signal resume keywords

Frontline Leadership ExperienceCoaching And Development SkillsProblem-Solving SkillsMicrosoft Office ProficiencyPharmacy Benefit Management Experience

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills

Data AnalysisPerformance ManagementWorkflow ManagementCustomer Issue ResolutionProcess Improvement

Soft Skills

Strong Communication SkillsPeople Leadership SkillsAbility To Handle Difficult ConversationsAdaptability To Changing PrioritiesCollaboration Skills

Tools & Technologies

Microsoft OfficeExcel

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Pharmacy Benefit ManagementHealthcareSpecialty Medications

About the role

Key responsibilities & impact

Lead and support a team of 20+ virtual customer service representatives to meet quality, service, and productivity goals
Conduct proactive call monitoring and data analysis to detect emerging service issues and trends
Coach employees through regular feedback, performance discussions, and development opportunities
Manage daily workflow and assign work based on business needs
Handle escalated customer issues and support timely, effective resolutions
Partner with other teams to improve the patient, prescriber, and client experience
Identify opportunities to improve processes and team performance
Support hiring, training, and onboarding of new team members
Create a positive team environment that promotes accountability, collaboration, and strong performance

Requirements

What you’ll need

High School Diploma or GED required
Bachelor’s degree preferred
2+ years of frontline leadership or supervisory experience preferred
Experience in pharmacy benefit management (PBM), specialty medications, healthcare, or a related industry preferred
Strong communication and people leadership skills
Ability to coach, develop, and provide clear feedback to employees
Strong problem-solving skills and ability to make sound decisions
Ability to handle difficult conversations professionally
Ability to work well with leaders and other departments to solve customer and business issues
Strong computer skills, including Microsoft Office and Excel
Ability to adapt to changing priorities in a fast-paced environment
Ability to work a regular shift within Sunday through Saturday, 7:00 a.m. to 12:00 a.m. EST
Home internet connection through cable broadband or fiber optic service with at least 10Mbps download/5Mbps upload

Benefits

Comp & perks

Annual bonus plan eligibility
Medical, vision, and dental benefits starting 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