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Customer Service Supervisor-2
hace 3 meses
YOUR JOB
As a supervisor you will support the team manager in managing a team of Customer Service Representatives in Antwerp.
Key to the role will be developing and coaching the team to deliver a high quality customer centric service offering.
Your role includes:
Accountable to review and assess inventory levels co-ordinating daily goals and planning and adjust where needed in view of achieving KPIs
You are accountable to ensure that productivity, quality and customer satisfaction are managed within own team and motivation of the individuals and team to achieve the operational KPI's
Being proactive in identifying improvement/enhancement opportunities and be an active owner of seeking and sharing ideas for innovation in business processes.
Striving to provide excellent service to our members and clientsEnsure strong employee engagement within the team, including day to day involvement, motivation, conflict management, training, well being and performance by providing coaching and skill development in collaboration with the Communication Management Team.
Ensure appropriate performance management actions are takenHaving quarterly check-in conversations with all team members
Promote a culture of continuous improvement and be fully accountable for the implementation of new ways of working and the measurement of the results in alignment with the broader Communication Strategy and in coordination with the Management Team
Taking ownership of any escalated cases and provide updates to the Team manager on any issues
Proactively address and/or escalate any risks to the team Manager
Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Actively encourage all team members to do likewise.
Option to take over SPOC role for particular clients/accounts if required
Being able to represent the Organisation during client visits, absences, stakeholder meetings, or act as a relationship manager towards some of our strategic partners.
YOUR PROFILE
Strong performance track record
International mind-set, with holistic view and able to work remotely with peers across locations
2 years of Cigna experience, or relevant leadership experience in other functions/companies
Experience and/or interest in coaching, managing, developing and motivating individuals
Experience and/or interest in conflict management
Experience in complaint management - with a proven track record in improving customer service standards
Strong communication and presentation skills, and knoweldge of Window tools, e.g. Excel, Powerpoint, Windows
A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
Excellent interpersonal skills:
strong empathy and listening skills, strong articulation and communciations skills, passionate. Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members
Action-orientated problem-solving attitude
Excellent organisation, planning and prioritisation skills
Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
Results orientated - ability to cascade and translate goals, establish plans and manage work to achieve desired outcomes. Create meaningful business related metrics and track progress/results
Accountability - assume ownership for achieving personal results and collective team goals
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.
