Ghb Eu Customer Service Supervisor
hace 3 semanas
GHB EU Customer Service Supervisor - Madrid
GHB EU Customer Service Supervisor - MadridApply remote type Hybrid locations Madrid, Spain time type Full time posted on Posted Today job requisition id 25003398
As a supervisor you will manage a team of Customer Service Analysts.
Key to the role is proactive management of global and client KPI commitments and to maximize team performance through developing and coaching the team in order to deliver a high quality & customer centric service offering.
THE JOB includes but is not limited to:
Staff- and Work planning: Accountability to review, assess and forecast inflow of work (Emails and Calls) to optimize staffing levels & shift patterns to maximize results.
Ensure that the team KPIs can be achieved on a day-to-day basis and highlight risks to the management team alongside with suggestions of mitigating actions.Performance Management: Accountability to ensure that productivity, quality and customer satisfaction objectives are met by the team.
Be a role model for a high-performance culture and proactively manage performance in the team by taking appropriate actions.Employee Engagement: Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well-being and performance by providing coaching and skill development in order to retain talents in the team and reduce attrition to a minimum.Communication and Feedback: Set up regular meetings with your team as a group and individuals to inform and discuss relevant topics and as occasion to provide constructive feedback or as coaching opportunity.Client Centricity & Ownership: Take ownership of escalations and complex customer queries where appropriate and provide updates to the Team manager and other stakeholders.Innovation: Embrace and promote change with positive can-do attitude.
Recommend and implement innovative strategies to improve efficiency and provide excellent customer service.Growth Mind-set: Promote a culture of continuous improvement within the department by turning challenges into opportunities for growth and focus on the path forward and lessons learned.Networking: Develop and Maintain effective business relationships, both internally and externally to ensure a seamless delivery of service.YOUR PROFILE Strong performance track record of achieving KPIs.Competency to build a team and create an atmosphere of positive collaboration, innovation and creative collaboration among the team members.International mind-set, with holistic and able to work remotely with peers across locations.Striving for excellent service to our members, clients and providers is part of your DNA.2 years of Cigna experience with 1 year of leadership experience (team senior or similar), or relevant leadership experience in other functions/companies.Experience in and passion for coaching, managing, developing and motivating individuals and the team.Experience in complaint management - with a proven track record in improving customer service standards.Strong presentation skills, and knowledge of Window Office tools like Word, Outlook, Excel, PowerPoint etc.A growth mind-set 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 communication skills.Action-orientated problem-solving attitude.Excellent organization, planning and prioritization 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 explain 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.High resilience to work under pressure.OUR OFFER A challenging job in an international and growing enterprise.A dynamic and young team culture that values and stimulates initiative.Attractive salary conditions with benefits package.About Cigna Healthcare Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life.
We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality.
Join us in driving growth and improving lives.
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: ****** for support.
Do not email ****** for an update on your application or to provide your resume as you will not receive a response. About The Cigna GroupDoing something meaningful starts with a simple decision, a commitment to changing lives.
At The Cigna Group, we're dedicated to improving the health and vitality of those we serve.
Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients.
Join us in driving growth and improving lives.
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