Job Description

Position Overview: The Call Center Manager will oversee the daily operations of a home-based care call center, ensuring efficient and effective handling of calls, scheduling appointments, and providing exceptional customer service. They will lead a high-volume team of call center agents, supervisors and team leads, focusing on high-quality service delivery and driving achievement of key performance metrics, including scheduling targets, customer satisfaction, and operational goals. They will be accountable for ensuring quality and following best practices across the team. In this role, the leader will engage with senior leadership to ensure alignment with departmental goals, promote continuous improvement initiatives, and team engagement, performance, and retention.Key Responsibilities:

• Lead and manage a high-volume call center team, providing training, coaching, and performance feedback to ensure high-quality service delivery.
• Oversee the hiring, coaching, and training of personnel to maintain high customer service standards.
• Develop objectives for the both the day-to-day activities and longer-term strategic and metrics-based call center needs.
• Conduct capacity planning to maximize the productivity of resources (people, technology etc.) based on the volume forecast, target goals and SLAs.
• Oversee the scheduling of appointments for home-based care services, ensuring the efficient use of resources while meeting patient needs.
• Monitor call handling processes, identifying areas for improvement and implementing strategies to improve employee performance and patient satisfaction.
• Collaborate with internal teams to achieve shared goals and ensure accurate and timely information is provided to agents and patients.
• Analyze call center metrics and reports to assess performance and identify trends, making data-driven decisions to improve operations and outcomes.
• Ensure compliance with healthcare regulations and standards, maintaining patient confidentiality and data security.
• Respond to and resolve escalations and operational issues quickly and effectively to maintain service levels and customer satisfaction.

Qualifications should include:

• 8-10+ years of experience in call center management or leadership, preferably in a healthcare and/or home-based care setting.
• Bachelors degree in communications, business management, or a related field preferred
• Strong leadership and team management skills, with a proven ability to motivate and develop staff.
• Proficiency in call center technology, software (CRM,) with the ability to analyze performance data.
• In-depth knowledge of scheduling processes and customer service best practices.
• Excellent communication and interpersonal skills, with a focus on customer service excellence.
• Ability to work in a fast-paced environment while managing multiple priorities.

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 Evernorth Health ServicesEvernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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.Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

The Cigna Group