Medicare Sales Operations Senior Supervisor - Birmingham, Al

Work Location - Office Based (must be located in/or near area) 2 Chase Corporate Drive, Hoover, AL 35244
Summary
The Cigna Medicare Agent Resource Line (CARL) Supervisor Manages the daily activities of a team of customer service representatives who respond to/research agent inquiries. Provides direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs while exhibiting passion to deliver key behaviors of Forward Thinking, Ownership, Caring, United, and Service.
RESPONSIBILITIES
The CARL supervisor role focuses on running the call center day to day operations including capacity planning, coaching, handling issues and escalated agent calls.
The supervisor oversees office based agents, work at home agents, and seasonal staff.
Provides feedback and proactively highlight issues that need resolution to ensure metrics, customer centricity, and quality requirements are met or exceeded.
Meets daily with team members to recognize good behaviors, provide coaching on needed improvement, and ensure action and follow up plans are created
Communicates clear expectations and behaviors through individual and team meetings and builds accountability within the team.
Trains and reinforces the importance of listening to the agents to ensure first call resolution to deliver best in class service.
Uses metrics to identify needed performance improvement, agent trends and other areas of opportunity for continuous improvement
Leads the recruitment and interviewing of AEP seasonal reps through coordination with Pro Unlimited
Ensure seasonal reps are on boarded accurately including but not limited to seat assignment, equipment setup and appropriate training.
OMD and WAND management (approval and correction of timesheets)
Develops and delivers annual and ongoing training to the team
Conducts live monitoring of inside sales agent during sales calls / presentations
Pulls recorded calls for quality monitoring and coaching
Engage manager when necessary to work collectively on more difficult issues (FMLA, truancy, schedule adherence)
Identifies and initiates improvement opportunities specific to team building and morale
Assist and resolve escalated issues
Consistently monitors the real time reporting in ACEYUS to ensure all reps stay on the phone as much as possible as well as monitoring their behaviors.
Remain compliant with all company and governmental policies (specifically CMS), procedures, and regulations
Communicates clear expectations and behaviors through individual and team meetings and builds accountability within the team.
Performance management of staff, including ongoing training, coaching, professional development
Value all aspects of diversity
Exercise strict confidentiality in all matters
QUALIFICATIONS
BA/BS Degree or equivalent work experience
3 or more years of experience call center operations and/or sales operations, account management, strongly preferred
Experience managing relationships with new and existing partners.
Experience in delivery of partner management and sales operations strategies
Excellent written and verbal communication skills, including coaching and training employees
Experience managing work at home employees a plus
Excellent analytical & problem solving skills
Experience with delivering client value & service excellence
Demonstrated ability to self-motivate, work in teams, and be flexible within a fast-paced and changing environment.
Additional qualifications, preferred
Strong knowledge of Medicare call center operations, Medicare sales operations, partner management strategy and regulations
Adaptable, flexible, and able manage through change
Goal oriented and personally accountable; resourceful and self-directed
Ability to problem solves, identify and remove roadblocks, triage and prioritize issues. Ability to escalate appropriately to sales leadership for assistance and transparency.
Demonstrated communications (written and verbal), interpersonal skills and fosters a team environment
Deep understanding of Medicare services and requirements
Process-oriented with strong organization and planning skills
Knowledgeable of distribution strategy, operations and regulations
Ability to mentor, coach and train staff during routine check-in process
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 Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
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: [email protected] for support. Do not email [email protected] 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.