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The Customer Service Manager provides leadership to the supervisory team and the entire team of representatives that handle customer service inquiries and problems in a single call center or multiple call centers. Supports the front line staff. Works with the next level up to develop policies, procedures and the business work plan for the site. Oversees call volume and service standards. Oversees hiring, training, and evaluation of staff. Acts as liaison. Actively participates in the client implementation process and develops best practices. Builds and manages relationships with clients. Manage team of S upervisors within the assigned department at one or more site locations. Work to develop skills, evaluate performance and provide feedback. Oversee resolution of employee relations issues. Oversee hiring and training of new associates. Provide direction to supervisory staff concerning performance management issues and corrective actions. Monitor productivity and quality levels, identify opportunities to optimize operational efficiencies and cost controls. Develop and implement changes that will improve efficiencies and departmental performance. Contribute to strategic and business planning for the department by participating in planning activities company-wide, identifying project initiatives and operational issues, coordinating research and developing recommendations based on that research. Assists with development and tracking of budget. Participate in department meetings regarding the launch of new products, maintenance of existing programs and actively participate in cross-functional initiatives that support the operation. Acts as the liaison for other operations departments to research and resolve client issues. Acts as a mentor to other Customer Service supervisors and managers.
Requirements for the Job:

Bachelor's degree in Health Care, Business or 10 years of equivalent experience 4-6 years with degree Demonstrated ability to coordinate people and teams to project completion. Thorough knowledge of ESI's systems and platforms strongly preferred. Demonstrated effective leadership and analytical skills. Advanced written and verbal communication skills are a must. Willingness to work a flexible schedule to accommodate business requirements.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.