# Commercial Supervisor

**Company**: The Cigna Group
**Location**: United States Work at Home
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: 51,700 - 86,100 USD / yearly
**Category**: Customer Service
**Industry**: Healthcare

**Apply**: https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/United-States-Work-at-Home/Customer-Service-Supervisor---Express-Scripts---Remote_26013066-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_00e2f880-ce9

## Description

We are seeking a Commercial Supervisor to lead a virtual team of Patient Care Advocates (PCAs) who support our Commercial Market members and clients. As a Commercial Supervisor, you will coach and inspire a virtual team to deliver a warm, expert experience every day. You will partner with your Senior Manager to bring our operational strategy to life and lead daily operations.

**Key Responsibilities**

- Lead a virtual team of 20+ Advocates to meet or exceed service and quality goals every day.

- Coach and develop Advocates through regular one-on-ones that celebrate wins, build skills, and set clear follow-up plans.

- Build a culture of accountability by sharing clear expectations in team and individual meetings.

- Spot service issues early through call monitoring and data review, then create action plans that keep performance strong.

- Use metrics and real-time tools such as Verint and CC Pulse to find trends and share insights with Workforce Management and leadership.

- Remove barriers so Advocates have the tools, training, and support they need to deliver great service.

- Boost retention and engagement by creating an inclusive team where every voice is valued.

- Drive continuous improvement and partner across teams to make the customer experience even better.

- Respond quickly to escalations, staffing gaps, and system issues to keep service on track.

**Qualifications - Required**

- High School Diploma or GED.

- 1+ years of leadership experience, such as RTL, SME, mentor, trainer, or supervisor.

- Strong written and verbal communication skills, including handling difficult conversations with care and professionalism.

- Ability to read operational reports, find root causes, and turn findings into measurable action plans.

- Collaborative style with the ability to influence and drive change across cross-functional teams.

- Creative, strategic thinker focused on continuous improvement.

- Working knowledge of HIPAA, Express Scripts quality standards, and company compliance requirements.

- Working knowledge of Microsoft Office, including Outlook, Teams, Word, Excel, and PowerPoint.

- Flexibility to work beyond your normal shift during peak periods or urgent needs.

**Qualifications - Preferred**

- Bachelor's degree.

- Strong coaching background.

- Experience leading and engaging a virtual or geographically dispersed team.

- Experience managing attendance, schedule adherence, occupancy, staffing, and service levels.

- Experience addressing performance concerns, documenting coaching, administering corrective action, and partnering with Employee Relations or Human Resources.

- Experience leading teams through process, technology, client, or organizational change.

- Experience managing client expectations, service commitments, or performance guarantees.

- Proficiency with Verint, Amazon Connect, and AI-enabled tools such as AI Companion.

**Benefits**

- Comprehensive range of benefits, including medical, vision, dental, and well-being and behavioral health programs.

- 401(k), company-paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence.

## Skills

### Required
- HIPAA
- Express Scripts quality standards
- Microsoft Office
- leadership
- communication
- strategic thinking

### Nice to have
- coaching
- Verint
- Amazon Connect
- AI-enabled tools
- client management
- performance management

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Source: [Apply at cigna.wd5.myworkdayjobs.com](https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/United-States-Work-at-Home/Customer-Service-Supervisor---Express-Scripts---Remote_26013066-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)