Subject Matter Expert- Contact Center at Cigna

Knowledge Management and Training

• Building and maintaining a solid in depth knowledge in COM and Call process by gaining insights in the ins and out of the call flow, so you can become the expert who can advise in tenders for example, or when implementing a new product or client
• Being an expert user of any of the used tools within the team
• Being the organizational ambassador for your knowledge area within your own team and across the wider organization.

• You are the go to person in case of questions on your area of expertise.
• Document controlling for procedures and processes that link to the process(Updating Knowledge Exchange)
• Provide support & assistance in Training new hires (work with trainer to define needs and delivery and organize training materials)
• Give training on Contracts, procedures and processes and systems
• Support and feedback to SV /Manager on the training
• Identify any training needs found within the department and address appropriately.

Projects & Continuous improvement

• Encouraging the implementation of any new processes, updating processes when necessary and follow up with necessary updates.
• Collaboration- Work with different team to improve the internal process and address the system limitation (SF –Defects; calls issues escalation) immediately with respective stakeholder.
• Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes.

People / Client /Customers

• Take complete ownership of customer contacts and ensure complete resolution
• Actively make recommendations / suggestions to help improve the customer experience.
• Continued focus on the delivery of NPS/Audits results by sharing results, feedback, data analysis, training and knowledge management.
• Embrace changes from NPS, quality audits and feedback taking personal ownership and seek ways to investigate ways to improve these areas, engage employees and improve metrics.
• Actively create and promote team engagement (recognition, communication, engagement events)

Reports :

• Familiar with contact centre reports and propose improvements based on the data.
• Familiar with Contact Center planning company call metrics, targets, call flows and possible impacts across locations.

YOUR PROFILE

• Strong performance track record
• International mind-set, with holistic attitude and able to work remotely with peers across locations
• 2 years of Cigna experience
• Good communication skills, and knowledge of Window tools, e.g. Excel , PowerPoint, Windows.
• A growth mind-set with a positive attitude towards change and the ability to play an active role in implementing change initiatives within your own process
• Action-orientated problem-solving attitude
• Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
• Accountability – assume ownership for achieving personal results and collective team goals