Medicare Customer Service Senior Supervisor - Hybrid, AZ, PA, TX - Cigna Healthcare

About the position

The Direct To Consumer (DTC) Conservation Senior Supervisor is responsible for leading a team of licensed insurance agents who service both existing and new customers. This role is pivotal in monitoring key performance indicator metrics and collaborating with the DTC Retention Operations manager to oversee the entire conservation administration process. The supervisor will work closely with various matrix partners to achieve business goals and implement effective growth strategies. The position requires a strong focus on customer retention results, quality customer service, and fostering customer loyalty. In this role, the supervisor will lead, coach, and develop the Conservation team, concentrating on individual retention productivity while ensuring that activity standards are met. They will communicate goals and monitor individual, team, and call center results to identify and act on both positive and negative trends, ensuring the attainment of financial and performance targets. The supervisor will also work to remove barriers for front-line staff to exceed customer expectations and will be responsible for hiring, onboarding, and training new agents. Performance management is a key aspect of this role, with the supervisor conducting daily call monitoring to identify coaching opportunities and reinforcing learning through individual agent coaching and assessment of agent analytics. The supervisor will resolve escalated customer issues and lead the team through change by developing a positive team relationship. They will gather data, evaluate information, and present feedback to agents to enhance performance, overall productivity, and skill sets, while facilitating compliance with all corporate policies. The ability to handle multiple assignments in a fast-paced atmosphere is essential.

Responsibilities
?? Drives customer retention results.
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?? Leads, coaches and develops Conservation team concentrating on individual retention productivity along with meeting activity standards.
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?? Focus on quality customer service, retention and customer loyalty.
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?? Communicates goals and monitors individual, team and call center results to identify and act on both positive and negative trends to ensure attainment of financial and performance targets.
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?? Works to remove barriers for front line staff in order to exceed customer expectations.
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?? Hires, onboard and trains new Agents.
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?? Manages performance through effective coaching and counseling.
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?? Manage the team to ensure that persistency targets are achieved.
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?? Conducts daily call monitoring to identify coaching opportunities.
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?? Reinforces learning on a daily basis through call monitoring, individual agent coaching, and assessment of agent analytics.
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?? Resolves escalated customer issues.
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?? Leads team through change by developing a positive team relationship.
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?? Ability to motivate employees and create a culture that supports high employee morale and career development.
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?? Gathers data, evaluates information and presents feedback to Agents for increasing performance, overall productivity and skill sets.
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?? Facilitates compliance with all corporate policies.
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?? Handles multiple assignments in fast paced atmosphere.

Requirements
?? High School Degree required.
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?? Bachelor's degree or equivalent work experience highly preferred.
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?? Excellent interpersonal and relationship management skills.
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?? Excellent oral, written and presentation skills.
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?? 3 or more years of successful call center experience.
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?? Understanding of call center technology, terminology, and operating environment.
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?? Proven track record of decreasing operating costs in a phone-based environment.
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?? Health Insurance License required.
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?? Ability to multi-task, drive results, think strategically and implement a new business growth strategy.
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?? 2 or more years people management experience.
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?? Extensive background in Medicare and other supplemental health products.
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?? Experience with upselling customers to another product.
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?? Working proficiency with metrics, measurements, reports and operations.
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?? Strong organizational and analytical skills that result in conclusive recommendations.
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?? Expert knowledge of Salesforce, Excel, PowerPoint and Office products.

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