Location: Saint Louis, MO
Company: Cigna
with outsourced leadership to ensure that our Global Service Partners (GSP) are motivated and receive proper direction to achieve top performance against quality, operational efficiency and adherence to policy, procedure and defined customer process, delivering a seamless customer experience.
This role is based remote or any internal Cigna home sites. The successful candidate will be an integral partner in managing our Global Service Partner Site(s) operations, while driving key initiatives and representing the Cigna brand and culture. The candidate will draw from previous work experience in contact center management, Cigna subject matter expertise and vendor management to ensure operations
are run consistently and positively impacting the customer/provider experience. Responsibilities Strategic oversight of vendors and governance of the quality of their delivery to the enterprise.
Develop, nurture and deliver collaborative partnerships with vendors, operations teams, project control teams, and other internal teams. In-depth knowledge of Medical Provider & Customer systems & Processes. Understand, communicate and manage SLAs (production and non-production). Drive SLAs to ensure alignment with strategic delivery goals. Partner with operations to anticipate and plan ahead for key business initiatives. Identify, prioritize and resolve key process issues. Act as escalation
POC for internal and external stakeholders. Proactive communication at the Executive level to create transparency and the identification of risk, impacts and mitigation.
Provide trending, analysis and resolution of issues impacting system performance and business continuity. Execute and facilitate Weekly and Monthly Partner Reviews with strategic and material vendors. Delivery of prescribed customer and provider experience. Create innovative plans with SO leadership and partners to drive and achieve all contract KPI/CPI such as Resolution Rate/Quality and call delivery targets through the integrated model. Effectively communicate the Cigna vision and help create and drive a culture that's aligned with Cigna's brand Manage 24x7 partner contact center operations on site, in region Qualifications BA or BS in Business preferred 5+ years of Contact Center Operations Management and/or Vendor Management experience in a dynamic customer care environment required 5+ years managing teams in a Customer Service and/or Contact Center environment demonstrating great people skills and strong leadership experience required Experience in staff management and Vendor Management preferred Experience managing vendor relationships and a budget management role preferred Flexibility to execute on heavy call volume in a fast-pace setting Working knowledge of contact center technologies - keeps current with emerging changes in contact center industry and technologies Excellent communication skills in the spoken and written word.
Strong team building and talent management skills. Proven track record in motivating team members to achieve goals. Proven ability in matrix management. Demonstrated effectiveness working in a highly matrixed organization Proficiency in Excel, Power Point, Word and Outlook General understanding of destination country labor laws and local nuances needed to support excellent contact center performance Knowledge of Medicare regulations for Part C plans Business Travel 15-20% including International If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
About The Cigna Group Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve.
Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives. Qualified applicants will be considered without regard to race, color, age, disability, interaction, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, interactionual 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: xyz X@ for support. Do not email xyz X@ for an update on your application or to provide your resume as you will not receive a response. The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment.
These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
systems in the education, healthcare, construction, government, commercial-industrial, SMB, and worship industries. From fire alarm installation and testing to security cameras and video surveillance, our tailor-made solutions deliver connection and protection.
Why Tech Electronics? At Tech Electronics, we pride ourselves on bringing a unique family atmosphere to an ever-evolving technology marketplace. We recognize that our people made us special when we opened our doors nearly 60 years ago, and they continue to do so today. We prioritize giving motivated individuals opportunities to find their gifts, develop their talents, and live their lives to the fullest. If you're looking for a
job that's more than just a job, our Tech family is waiting for you! What's in it for you? Health, Vision & Dental Insurance on DAY ONE Company cell phone Paid Time Off & Accrued Personal Time Tuition Reimbursement Long term & Short-term disability Generous Holiday Schedule Relaxed Family Culture Teladoc, Surgery Plus, & other medical benefits POSITION OVERVIEW Processes service requests received by telephone, fax, e-mail, or personally from customer or company employee into database.
Dispatches appropriate technicians as required by service request or Help Desk Manager. Responsible for maintaining professional communications with the customer and maintains a sense of ownership of the
customer's issues at all times. FUNCTIONS OF THE JOB Acts as a supervisor/mentor for the Customer Service Dispatch I as assigned by the Customer Experience Manager.
Can have Customer Service Dispatch 1 employees report to them for first 6 months Holds monthly one on ones with any Customer Service Dispatch 1 employees assigned to them Assures that the Customer Service Dispatch I understands and follows Tech Electronics' business processes. Provides required support and guidance for the Customer Service Dispatch I during onboarding and training phase. Reviews and confirms the Customer Service Dispatch I's understanding of each Strategic Business Unit's strategy and objectives.
Receives and processes all customer requests for service on their communication system via Internet, telephone, fax, or e-mail. Ensures that all information is obtained from the customer so service personnel can properly resolve the issue within the first service call ensuring that we meet the customer's expectations regarding response and resolution time frames. Continuously reviews status of work orders to ensure proper resolution time frames are met. Maintains a detailed knowledge on Tech's services, systems, and personnel in order to properly support the customer's service requests.
Treats each customer with a sense of professionalism and urgency so as to project a competent and concerned attitude. Dispatches appropriate technicians as required by service request or Service Supervisor. Communicates to the technicians all the information so they can be successful on service calls; maintains awareness of reducing windshield time between service calls through use of the global positioning system Ensures accurate information is entered into the database and the database always remains current and up-to-date. Maintains accurate information assuring that all scheduled times are met and efficiently performed.
Escalates any systems down or customer concerns to appropriate personnel. Understands all customer service policies; insure that our customers are directed to the appropriate individuals at Tech that can address the specific customer needs or issues. Maintains a favorable working relationship with all employees and managers to promote a cooperative and harmonious working environment in order to facilitate positive employee morale, productivity, and continued improvement. POSITION QUALIFICATION REQUIREMENTS The following are the minimum qualifications an individual needs in order to successfully perform the duties and responsibilities of this position.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Education: High School diploma or G. E. D. equivalent Experience: Two years call center or dispatching experience One year data entry experience One year experience using computer systems, including MS Office.
Customer service jobs involve roles where professionals are dedicated to assisting customers by answering queries, solving problems, and providing information. These positions can range from call center representatives to in-person support staff and may exist across various industries, such as retail, technology, and finance. A key characteristic of customer service jobs is the focus on communication skills, patience, and an ability to resolve conflicts effectively. Employees in these roles often act as the face of a company, striving to ensure satisfactory experiences that contribute to customer retention and loyalty.
Customer service jobs involve assisting customers by providing information, answering questions, and resolving issues with a company's products or services. In this role, employees act as the front line of communication between a business and its clients, ensuring customer satisfaction and loyalty. Characteristics of these positions include strong communication skills, problem-solving abilities, and patience. Customer service representatives must be adept at listening, empathetic to customer concerns, and skilled at offering solutions. They work in various settings, including call centers, retail stores, and online platforms, and their goal is to foster positive experiences to build the company's reputation and customer base.
Customer service jobs involve roles where professionals interact with customers to handle complaints, process orders, and provide information about products and services. These positions can range from front-line support agents to managers overseeing the customer service team. Key characteristics of these jobs include strong communication skills, problem-solving abilities, and a focus on customer satisfaction. Whether working in a call center, retail store, or online support platform, customer service employees are essential in maintaining positive customer relations and enhancing the overall experience with a company.
