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Location

Chattanooga, TN | United States

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Job description

POSITION SUMMARY

The Contact Center Operations Director is responsible for the daily oversight and management of a team of call and contact center advocates (~500 FTE). This includes planning, coordinating, and helping to direct contact center operations, including escalations and GSP oversight. This position helps to drive change and supports new initiatives. This position works to meet KPIs and performance guarantees through performance management and focus on metrics. In addition, this position will frequently provide operational production updates. In addition to daily run-the-business activities and operational oversight, this role requires understanding of platform capabilities, reporting requirements and removal of extraneous calls from the environment via mitigation efforts.

This is a newly created role and will be accountable for the Dental and Supplemental Health Solutions (SHS) functions which includes our Global Service Provider performance, both domestically and internationally.

Responsible for helping to build out the digital strategy to increase self-service amongst our customers.

This position will require the flexibility to perform onsite 2-3 days per week at a designated facility.

Primary Functions

• Experience with contact center performance
• Advanced problem-solving skills and the ability to work collaboratively to through complex matters with innovative solutions, including project managers, enabling functions and enterprise technology partners.
• Demonstrated ability to manage and make independent decisions.
• Ability to effectively communicate ideas to team members.
• A strong work ethic with an appreciation for ownership, independence, accountability and autonomy in your role.
• Growth mindset – be passionate about craft and driving a positive culture.

Key Qualifications

• Bachelor’s degree; MBA preferred.
• 8+ years relevant experience within contact center, customer service, healthcare/insurance preferred.
• Strategic and business acumen, understanding of financial/capacity planning and budgeting for large-scale operations.
• Proven leadership skills, proactive and optimistic management style, with ability to lead and develop large teams.
• Analytical, ability to use data to drive informed decision making.
• Demonstrated effectiveness working in a highly matrixed and, sometimes, ambiguous organization, solving complex problems and improving quality and service.
• Excellent communication (oral and written), presentation, and facilitation skills.
• Ability to manage change, timelines and balance multiple deadlines in a very fast-paced environment.
• Proficient using MS Office software.

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, 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.

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Job tags

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Salary