The Contact Center Operations Director role leads a large, diverse team in a fast-paced, continuously changing environment and drives performance to maximize the Patient experience and achieve Contact Center goals. Responsibilities include the ability to inspire a team to maximize employee engagement, generate creative solutions and motivate cross-functional teams to adopt strategies that balance quality and efficiency. Additionally, this role will be focused on talent development thru utilization of strong career development plans and mentoring.

Responsibilities:

• Provides direction for Contact Center leaders to create a culture that is focused on maximizing the Patient Experience, talent development at all levels, and accountability in virtual and in office settings.
• Contributes and/or establishes strategic goals that are aligned with organizational vision and direction.
• This position requires a highly engaged leader with the experience and ability to develop the next generation of leaders in the Contact Center.
• Drive collaboration across the organization to identify needs and develop solutions for key functional areas including process improvements, cost containment and patient experience.
• Responsible for operations covering Accredo entire service area for specific (TRC) Therapeutic Resources Centers. These Contact Center teams may be dedicated based on patient's specialty disease states, client nuances and performance expectations
• Manage successful attainment of any client service or performance guarantee involving call performance expectations.
• Oversight of expense planning, reporting and analysis, expense reduction/cost containment initiatives. Also, r esponsible for cost management for budgetary items related workforce, vendors, and administrative allowances.

Qualifications:

• Proven leadership skills, team-orientation and a track record of inspiring teams.
• Ability to work cross functionally to solve complex problems and improve quality and service.
• Ability to manage to a balanced environment maximizing both efficiency and quality.
• Bachelor's Degree preferred or equivalent experience.
• At least 10 years of relevant experience, including experience managing large teams.
• Demonstrated understanding of operating a high performance call center including utilization of success measures that measure efficiency and quality.
• Knowledge of the PBM, Specialty, or healthcare industry preferred.
• Ability to inspire employees, handle difficult employee relations issues and increase employee engagement thru actions that win hearts and minds.
• Excellent verbal and written communication skills.

Core Competencies:

• Patient Experience - Demonstrates the importance of a creating a patient-centric environment. Inspiring leaders and employees to develop a connection with the patient and focus on the needs of each individual patient.
• Employee Recognition - Strong focus on celebrating big and small wins.
• Builds Effective Teams - Develop trust and cooperation among employees. Provides team with clear direction, the "why's" behind the organizational strategy, and has the ability to listen for understanding. Overall goal is to win hearts and minds in order to increase employee engagement.
• Facilitates Effective Communication - Clarity in communicating with the team. Setting an example by remaining open to suggestions and concerns. Working to avoid confusion and always check for understanding.
• Critical Thinking/Problem Solving - ability to observe, analysis and reflect on each situation. Taking the data and information that is available and developing an alternative or solution that can be implemented.
• Business Acumen - Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

For this position, we anticipate offering an annual salary of $137,100 - $228,500, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.

Helping our customers achieve healthier, more secure lives is at the heart of what we do. While you take care of our customers, we'll take care of you through a comprehensive benefits program that helps you be at your best. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and best in class well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and dozens of corporate discounts on essentials you use every day. For more details on our employee benefits programs, please visit the "Life at Cigna" tab on our careersite: www.cigna.com/careers

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

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.