Subject Matter Expert- Coms

hace 3 días

Madrid, España Cigna A tiempo completo

YOUR JOB
As an SME you will support the supervisor and team manager in your relevant process.
Key to the role will be building/maintaining an in depth knowledge of Communication and Contact Centre process to continuously improve the processes and share that knowledge to deliver a high quality customer centric service offering. Your role includes:
Knowledge Management and Training
Building and maintaining a solid in depth knowledge in COM process
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) 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 Salesforce reports and support on TAT and Inventory management.
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

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.

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