Customer Service Senior Representative - Accredo - Remote

📋 Description

• • As a Customer Service Senior Representative at Accredo, a division of The Cigna Group, you will play a pivotal role in ensuring the seamless operation of our customer service functions through meticulous workforce and performance coordination. This remote position is designed for an individual who thrives in a dynamic environment, possesses strong analytical and communication skills, and is dedicated to optimizing operational efficiency and partner relationships.
• • Your primary responsibility will be to build and maintain robust relationships with both business and operational partners. This involves proactively communicating call performance trends, offering insightful recommendations for improvement, and championing best practices across the team. You will be instrumental in sharing critical information regarding advocate behaviors and their direct impact on key business outcomes, fostering a culture of continuous improvement and accountability.
• • A significant aspect of your role will involve partnering closely with operational leaders. Together, you will ensure that customer service advocates are strategically assigned to appropriate skill groups. This alignment is crucial for maintaining critical call performance metrics and ensuring adherence to agreed-upon workforce strategies, leveraging the capabilities of Verint Workforce Optimization tools.
• • You will provide essential oversight for multiple leadership communication channels and supervisor team chats, acting as a central point of contact for information dissemination and request management. This includes entering and managing a variety of requests from leaders within the Verint Workforce Optimization system.
• • Key tasks within Verint will include approving or declining paid time off requests, carefully considering staffing capacity to ensure adequate coverage. You will also process same-day schedule change requests, enter overtime segments to meet demand, and manage requests for time off without pay, all while maintaining operational balance.
• • Furthermore, you will diligently process requests submitted through the centralized email inbox. This encompasses a wide range of employee needs, including flexible schedule requests, vacation buy-down paid time off requests, urgent governance requests, future coaching requests, overtime cancellations, and voluntary time off requests. Your efficient handling of these requests will directly impact employee satisfaction and operational continuity.
• • You will be responsible for monitoring, reviewing, and accurately entering scheduling exceptions documented in SharePoint, ensuring that all schedule modifications are properly recorded and communicated.
• • In addition to schedule management, you will assist with global and individual system issues, performing direct troubleshooting with the production and capacity support team to resolve any technical challenges promptly.
• • The role also involves coordinating and supporting learning management system training activities, ensuring that team members have access to the necessary development resources.
• • You will actively monitor real-time schedule adherence using Verint Quick View, identifying any deviations and working with supervisors to address them. Simultaneously, you will monitor staffing levels using workforce planning tools, proactively reporting any concerns or potential shortfalls to management.
• • A key component of your role involves conducting biweekly meetings with supervisors. These meetings will serve as a platform to discuss important reminders, analyze performance trends, and celebrate employee recognition, fostering a positive and productive team environment.
• • You will also participate in broader supervisor team meetings, contributing to discussions on reminders, providing essential process updates, and addressing questions related to workforce and capacity planning. Your insights will be vital in shaping effective operational strategies.
• • This position requires a high degree of flexibility and adaptability, as you will be expected to support coverage for colleagues who are out of the office. This includes a required Saturday rotation and participation in holiday rotations, as well as providing overtime coverage as needed to meet business demands. Schedule flexibility based on evolving business needs is paramount.
• • The ideal candidate will possess strong business acumen, enabling them to multitask effectively in a fast-paced environment. Proficiency in Microsoft Office Suite, particularly Excel, is essential for data analysis and reporting. Excellent verbal and written communication skills are required to articulate complex information clearly and listen actively to understand diverse needs.
• • You will demonstrate a strong ability to act with speed and purpose, coupled with a detail-oriented approach and exceptional organizational and relationship-building skills. Experience coaching peers is preferred, and a demonstrated ability to positively embrace and adapt to change will be highly valued. This role is critical in ensuring that Accredo's customer service operations run smoothly and efficiently, contributing directly to the company's mission of improving health and increasing vitality.