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

About the position Responsibilities • Drives customer retention results. • Leads, coaches and develops Conservation team concentrating on individual retention productivity along with meeting activity standards. • Focus on quality customer service, retention and customer loyalty. • 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. • Works to remove barriers for front line staff in order to exceed customer expectations. • Hires, onboard and trains new Agents. • Manages performance through effective coaching and counseling. • Manage the team to ensure that persistency targets are achieved. • Conducts daily call monitoring to identify coaching opportunities. • Reinforces learning on a daily basis through call monitoring, individual agent coaching, and assessment of agent analytics. • Resolves escalated customer issues. • Leads team through change by developing a positive team relationship. • Ability to motivate employees and create a culture that supports high employee morale and career development. • Gathers data, evaluates information and presents feedback to Agents for increasing performance, overall productivity and skill sets. • Facilitates compliance with all corporate policies. • Handles multiple assignments in fast paced atmosphere. Requirements • High School Degree required. • Bachelor's degree or equivalent work experience highly preferred. • Excellent interpersonal and relationship management skills. • Excellent oral, written and presentation skills. • 3 or more years of successful call center experience. • Understanding of call center technology, terminology, and operating environment. • Proven track record of decreasing operating costs in a phone-based environment. • Health Insurance License required. • Ability to multi-task, drive results, think strategically and implement a new business growth strategy. • 2 or more years people management experience. • Extensive background in Medicare and other supplemental health products. • Experience with upselling customers to another product. • Working proficiency with metrics, measurements, reports and operations. • Strong organizational and analytical skills that result in conclusive recommendations. • Expert knowledge of Salesforce, Excel, PowerPoint and Office products. Apply tot his job Apply To this Job