Customer Service Supervisor - Express Scripts - Remote

As a Commercial Supervisor, you will coach and inspire a virtual team of Patient Care Advocates (PCAs) who support our Commercial Market members and clients. You lead with a servant mindset, care deeply about your people, and love helping them grow. Together, you will deliver a warm, expert experience every day.

You will partner with your Senior Manager to bring our operational strategy to life and lead daily operations. You will also work closely with Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations to keep our promises to customers and clients. If you are driven to learn, improve, and lift others up, we would love to have you on our team.

• →Lead a virtual team of 20+ Advocates to meet or exceed service and quality goals every day.
• →Coach and develop Advocates through regular one-on-ones that celebrate wins, build skills, and set clear follow-up plans.
• →Build a culture of accountability by sharing clear expectations in team and individual meetings.
• →Spot service issues early through call monitoring and data review, then create action plans that keep performance strong.
• →Use metrics and real-time tools such as Verint and CC Pulse to find trends and share insights with Workforce Management and leadership.
• →Remove barriers so Advocates have the tools, training, and support they need to deliver great service.
• →Boost retention and engagement by creating an inclusive team where every voice is valued.
• →Drive continuous improvement and partner across teams to make the customer experience even better.
• →Respond quickly to escalations, staffing gaps, and system issues to keep service on track.

• High School Diploma or GED.
• 1+ years of leadership experience, such as RTL, SME, mentor, trainer, or supervisor.
• Strong written and verbal communication skills, including handling difficult conversations with care and professionalism.
• Ability to read operational reports, find root causes, and turn findings into measurable action plans.
• Collaborative style with the ability to influence and drive change across cross-functional teams.
• Creative, strategic thinker focused on continuous improvement.
• Working knowledge of HIPAA, Express Scripts quality standards, and company compliance requirements.
• Working knowledge of Microsoft Office, including Outlook, Teams, Word, Excel, and PowerPoint.
• Flexibility to work beyond your normal shift during peak periods or urgent needs.

• Bachelor's degree.
• Strong coaching background.
• Experience leading and engaging a virtual or geographically dispersed team.
• Experience managing attendance, schedule adherence, occupancy, staffing, and service levels.
• Experience addressing performance concerns, documenting coaching, administering corrective action, and partnering with Employee Relations or Human Resources.
• Experience leading teams through process, technology, client, or organizational change.
• Experience managing client expectations, service commitments, or performance guarantees.
• Proficiency with Verint, Amazon Connect, and AI-enabled tools such as AI Companion.