Responsibilities
In this role you would be the main point of contact for our Global Service Partners (GSPs) Contact Centers and become a conduit for developing the cohesion of the “One Cigna” vision.
Drive conversations and engagement with our enabling partners across Training, Coaching, and work from home, (WFM).
Partner and lead conversations with the Partners and internal stakeholders to accomplish the following:
Ensure staffing is in line with the forecasted requirements by working closely with their Operations team, WFM, and our Internal Finance team (Budget).
Develop action plans for metrics that show negative trends with defined timelines.
Expedite responses to various internal stakeholders (i.e. Escalated Call Team, Sales, Executive, etc.) related to escalated concerns (i.e. calls) by providing analysis and understanding of failure points or opportunities by having and/or developing a strong network.
Build an understanding of the partner organizational structure to assist with solving critical needs.
Arrange business review sessions for performance to be reviewed and discussed with the lines of business, (LOB) owner and supporting team members.
Assist the Partner to help them facilitate an owner mindset to produce continuous improvement of ideas on helping us mature our business as a key stakeholder in our success.
The successful candidate will need to establish a regular cadence:
With LOB’s Owners to review performance, action items, updates, etc.
With Coaching to understand and have discussions on initiatives related to a better customer experience.
With WFM (internal and Partner) to engage on inputs to requirements (shrinkage and AHT), changes to real time staffing needs, holiday discussions, and movement of HC between sites, partners or as needed.
Provide and develop new reporting to help support evolving business objectives.
Build and promote an environment that represents and values all aspects of diversity and employee engagement.
Be the Advocate for our business and our Partner relationship.
Qualifications
High School Diploma or GED required. Bachelor’s degree preferred.
5+ years’ experience working with Global Service Partners, (GSP) and/or Business Process Outsourcing, (BPO) partners highly preferred.
3+ years’ experience in leading/managing cross functional Contact Center teams/work groups successfully on complex projects highly preferred.
Strong communication skills and the ability to interact with various levels of leadership on a variety of topics both verbally and in written form.
In-depth knowledge of medical customer systems & processes preferred.
Advance skills in Excel, PowerPoint, Word and Outlook required.
Curious mindset to understand opportunities and ability to solve problems.
Be able to understand contracts, Statements of Work and invoicing is a plus.
Proven track record of motivating large teams to achieve collective results.
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 GroupDoing 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, 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.