Customer Service Manager - Remote

Cigna - Bloomfield, CT

Full-time - Manager

Hybrid - Bloomfield, CT

Insurance Carriers and Related Activities

About the position

The Customer Service Manager will oversee the strategy and daily operations of the iCSA and Overnight teams in a virtual environment. This role involves providing direction on policies, procedures, and customer service quality while ensuring the achievement of key performance indicators and service level metrics. The manager will also be responsible for coaching and developing staff, managing vendor relationships, and adapting to changing business needs.

Responsibilities

• Lead Digital Operations iCSA and Overnight teams, including 7 Front Line Supervisors and Staff (total span of control ~140 internal employees)
• Direct the overall service-related activities for the team's customer service function
• Support the company's customer experience and operations strategies
• Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming and employee development
• Interface with other service functions and business units (e.g. sales, account management, technology) accordingly
• Direct workforce management execution to optimize operational efficiencies while not compromising the customer experience
• Execute technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests
• Develop innovative solutions, provide direction regarding overall objectives for process improvement initiatives and work closely with technology teams on enhancements impacting Operations
• Support operations teams that may include evening, overnight, and weekend shift coverage
• Identify staff education opportunities and proactively collaborate with training on a continuous basis
• Manage and promote customer satisfaction and demonstrate consistent improvement in customer experience
• Identify future operational needs and create or suggest new projects to facilitate for continuous improvement

Requirements

• High School Diploma or GED required
• 5+ years' experience within Operations Management required
• Experience leading leaders highly preferred
• Experience leading in a Customer Centric culture and strong customer service orientation required
• Experience with Customer Satisfaction surveys preferred
• Proven history of improving an operation's overall effectiveness and efficiency while improving the customer experience required
• Strong operational orientation and competence
• Demonstrated influential leadership in/with a highly matrixed operations organization
• Proven results in leading an organization and peers through changing business and/or operations priorities
• Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team
• Ability to motivate, inspire and rally a team around a common vision
• Exceptional verbal and written communication skills with demonstrated ability to research, problem solve, trouble shoot, lead, influence and partner across the organization

Benefits

• Medical, vision, and dental insurance
• Well-being and behavioral health programs
• 401(k) with company match
• Company paid life insurance
• Tuition reimbursement
• Minimum of 18 days of paid time off per year
• Paid holidays
• Annual bonus plan