Process Improvement

• Understand Cigna business strategy
• Utilize and be familiar with current system functions, applications, and enhancements
• Provides regular reports on VOC performance with highlights and lowlights.
• Conduct a regular review of engagement performance and provide root cause analysis on pain areas
• Leads/participates in Continual Improvement Projects for Service Delivery, Automation and Transformation to address VOC-related opportunities or provide value add to customers.

People Management:

• Oversees the performance of CSAT Analysts for all sites of the account, as applicable.
• Ensures efficiency in delivering performance expectations of the  CSAT Analysts
• Handles and resolves inconsistency of the team to change as it involves conflicting views and opinions
• Conducts regular meetings and/or coaching sessions with team members providing work advise and motivation.
• Expands personal and team knowledge through training or seminars.
• Manages administrative responsibilities for the CSAT Team such as Discipline Management, Performance Management, Scorecard Maintenance, HR-related requirements etc.
• Creates developmental plans to aid in career progression of the CSAT Analysts

Project Management

• Assists in scoping projects during project initiation related to VOC metrics
• Provides assistance in execution of projects related to VOC metrics
• Monitors and controls projects implemented for VOC related metrics
• Measures impact of projects implemented.
• Coordinate with stakeholders for manpower requests and other logistics
• Conduct toll gate reviews with all groups involved in the projects (Managers, Leaders, SMEs, Associates, etc.)
• Present output to the clients and internal stakeholders