Cigna Healthcare is looking for a Customer Service Senior Representative to join the Accredo team. In this remote role, you will be responsible for building and maintaining strong relationships with business and operational partners. Your focus will be on communicating call performance trends, providing insights and recommendations, and ensuring advocates are scheduled effectively to meet critical service metrics.
What You'll Do
- Provide oversight of multiple leadership communication channels and supervisor team chats.
- Enter and manage requests in Verint Workforce Optimization, including approving or declining PTO, processing schedule changes, overtime, and time off without pay.
- Process requests submitted through a centralized email inbox, including flexible schedules, vacation buy-downs, natural disaster requests, urgent governance, coaching, and overtime cancellations.
- Monitor, review, and enter scheduling exceptions documented in SharePoint.
- Assist with global and individual system issues, troubleshooting with the production and capacity support team.
- Coordinate and support learning management system training activities.
- Monitor real-time schedule adherence using Verint Quick View.
- Monitor staffing levels using workforce planning tools and report concerns.
- Conduct biweekly meetings with supervisors to discuss reminders, trends, and employee recognition.
- Participate in supervisor team meetings to communicate reminders, provide process updates, and answer workforce and capacity planning questions.
What We're Looking For
- High School Diploma or equivalent.
- Minimum of one year of experience in a workforce or performance coordination advisor role.
- Must be a current participant in the Emerging Centralized Business Coordination program.
- Strong business acumen with ability to multitask in a fast-paced environment.
- Strong proficiency in Microsoft Office products, including Microsoft Excel, with ability to create and generate spreadsheets.
- Strong analytical skills with ability to analyze data, identify problems or opportunities, and recommend and implement solutions.
- Excellent verbal and written communication skills, including ability to explain complex topics clearly.
- Demonstrated ability to act with speed and purpose.
- Detail-oriented with strong organizational and relationship-building skills.
- Demonstrated ability to positively embrace and adapt to change.
- For remote work, an internet connection must be obtained through a cable broadband or fiber optic provider with speeds of at least 10Mbps download/5Mbps upload.
Nice to Have
- Bachelor’s degree.
- Experience coaching peers.
Technical Stack
- Verint Workforce Optimization
- Verint Quick View
- SharePoint
- Microsoft Office (Excel)
- Workforce planning tools
Team & Environment
You will partner with operational leaders and supervisors to ensure team objectives are met.
Work Mode
This is a fully remote position.
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.
