Customer Service Supervisor

hace 4 meses

Pozuelo de Alarcón Madrid provincia, España The Cigna Group A tiempo completo

**About us**

Cigna provides health insurance services around the world. We’re passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we have continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organizations, as well as the needs of multinationals in Europe and Africa.

**Your job**

As a supervisor you will manage a team of Operations Representatives. 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 and customer centric service offering.

**Main Responsibilities**

Your role includes but is not limited to:

- Accountable to review, assess and predict inventory levels, call-inflow coordinating daily allocations and planning ahead to optimize staffing levels and to maximize operational results.
- Accountable to ensure that your team delivers the expected productivity, respecting the specific financial and compliance procedures.
- Be a role model for a high performance culture and proactively manage performance in the team by taking appropriate actions.
- 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 collaboration with the Customer Service Management Team.
- Embrace and promote change a with positive can-do attitude
- Recommend and implement innovative strategies to improve efficiency and provide excellent customer service
- Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes.
- Being responsible for follow-up of capacity planning and absences in close cooperation with HR
- Having quarterly check-in conversations with all team members and regular 1:1s
- Promote a culture of continuous improvement and be fully responsible for the implementation of new ways of working and the measurement of the results in alignment with the broader Customer Service Strategy and in coordination with the Management Team
- Taking ownership of escalations and provide updates to the Senior Supervisor on any issues where appropriate.
- Proactively address and/or escalate any operational/legal/financial risks to the Senior Supervisor
- 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.
- Represent the Organization during client visits, absences, stakeholder meetings, or act as a relationship person towards some our strategic partners.
- Do regular internal auditing for your team members depending on their necessity for feedback and improvements.
- Support the financial verification of the team, including approval of manual payments

**Your profile**
- Strong performance track record of achieving KPIs
- International mind-set, with holistic approach. Able to work remotely with peers across locations.
- Striving for excellent service to our members, clients and providers is part of your DNA.
- At least 2 years of experience as a Team Supervisor/ Team Manager in back office teams or relevant leadership experiences in other functions/companies
- Experiences in and passion for coaching, managing, developing and motivating individuals and the team.
- Experiences in complaint management - with a proven track record in improving customer service standards
- Strong presentation skills, and knowledge of Windows Office tools like Word, Outlook, Excel, PowerPoint etc.
- Strong data analysis skills
- 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 communications skills
- Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutions among the team members
- Action-oriented 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

**Competencies**:

- Love to work with people
- Like to take responsibility and come up with ideas to engage and develop employees
- Handle files in a structured and organized way
- See the importance of handling confidential information discretely
- Lik

  • Customer Service Senior Supervisor

    hace 2 meses

    28223 Pozuelo de Alarcón, Madrid provincia, España The Cigna Group A tiempo completo

    **The position**: As Senior Supervisor in our Customer Service department, you will be supported by a team of supervisors on your mission to deliver best-in-class service experiences for our customers, drive a high level of engagement in the team and manage the relationship with a multitude of partners and stakeholders. You will also play a pivotal role in...

  • Customer Service Supervisor

    hace 2 semanas

    Madrid, Madrid, España Ing A tiempo completo

    About the RoleWe are seeking a talented and experienced Customer Service Supervisor to join our team at ING in Madrid. As a key member of our Contact Center, you will be responsible for leading a team of customer service representatives and driving excellence in customer satisfaction.

  • Customer Service Senior Supervisor

    hace 2 meses

    Madrid, España Cigna Health And Life Insurance Company A tiempo completo

    Customer Service Senior Supervisor Apply remote type Hybrid locations Madrid, Spain time type Full time posted on Posted 3 Days Ago job requisition id 24014081 The positionAs Senior Supervisor in our Customer Service department, you will be supported by a team of supervisors on your mission to deliver best-in-class service experiences for our customers,...

  • Customer Service Senior Supervisor

    hace 2 meses

    Madrid, España Cigna Health and Life Insurance Company A tiempo completo

    Customer Service Senior Supervisor Apply remote type Hybrid locations Madrid, Spain time type Full time posted on Posted 3 Days Ago job requisition id 24014081 The positionAs Senior Supervisor in our Customer Service department, you will be supported by a team of supervisors on your mission to deliver best-in-class service experiences for our customers,...

  • Customer Service Senior Supervisor

    hace 4 semanas

    Madrid, España Cigna Health and Life Insurance Company A tiempo completo

    Customer Service Senior SupervisorApply remote type Hybrid locations Madrid, Spain time type Full time posted on Posted 16 Days Ago job requisition id 24014081The positionAs Senior Supervisor in our Customer Service department, you will be supported by a team of supervisors on your mission to deliver best-in-class service...

  • Customer Service Senior Supervisor

    hace 4 semanas

    Madrid, España Cigna Health and Life Insurance Company A tiempo completo

    Customer Service Senior SupervisorApply remote type Hybrid locations Madrid, Spain time type Full time posted on Posted 16 Days Ago job requisition id 24014081The positionAs Senior Supervisor in our Customer Service department, you will be supported by a team of supervisors on your mission to deliver best-in-class service...

  • Customer Service Senior Supervisor

    hace 2 meses

    Madrid, España Cigna Health And Life Insurance Company A tiempo completo

    Customer Service Senior Supervisor Apply remote type Hybrid locations Madrid, Spain time type Full time posted on Posted 3 Days Ago job requisition id 24014081 The position As Senior Supervisor in our Customer Service department, you will be supported by a team of supervisors on your mission to deliver best-in-class service experiences for our customers,...

  • Customer Service Senior Supervisor

    hace 4 semanas

    Madrid, España Cigna Health and Life Insurance Company A tiempo completo

    Customer Service Senior Supervisor Apply remote type Hybrid locations Madrid, Spain time type Full time posted on Posted 3 Days Ago job requisition id 24014081 The positionAs Senior Supervisor in our Customer Service department, you will be supported by a team of supervisors on your mission to deliver best-in-class service experiences for our customers,...

  • English + Spanish Customer Service Operator

    hace 1 mes

    28223 Pozuelo de Alarcón, Madrid provincia, España Securitas Direct España S.A.U A tiempo completo

    **Do you have experience in customer service? Do you want to continue growing in a Top Employer company? We are looking for you!** Securitas Direct is the European market leader in security, providing services to over 4 million people worldwide. At Securitas Direct, we offer a dynamic environment where you can develop in various projects, creating an...

  • Customer Service Representative

    hace 1 mes

    28223 Pozuelo de Alarcón, Madrid provincia, España Securitas Direct España S.A.U A tiempo completo

    **_Do you have experience in Customer Care?_** **Helping people is our main commitment providing safety and peace of mind. Therefore, we are looking for people skilled in dealing with customers and a high level of responsibility. Are you willing to work with a dedicated and passionate team for whom security is a human right? Would you like to join a company...

  • Customer Service Senior Supervisor

    hace 2 meses

    Madrid, España CIGNA A tiempo completo

    The positionAs Senior Supervisor in our Customer Service department, you will be supported by a team of supervisors on your mission to deliver best-in-class service experiences for our customers, drive a high level of engagement in the team and manage the relationship with a multitude of partners and stakeholders. You will also play a pivotal role in the...

  • Customer Service Senior Supervisor

    hace 2 meses

    Madrid, España Cigna A tiempo completo

    The positionAs Senior Supervisor in our Customer Service department, you will be supported by a team of supervisors on your mission to deliver best-in-class service experiences for our customers, drive a high level of engagement in the team and manage the relationship with a multitude of partners and stakeholders. You will also play a pivotal role in the...

  • Customer Service Representative

    hace 2 meses

    28223 Pozuelo de Alarcón, Madrid provincia, España The Cigna Group A tiempo completo

    **Our Company & Mission**: Cigna Corporation is a global health service company. We provide healthcare products and services, group disability, life and accident insurance, and international insurance - directly to individuals and through employers and intermediaries. Cigna’s mission is to improve the health, well-being, and peace of mind of those we...

  • Customer Service Representative

    hace 4 meses

    28223 Pozuelo de Alarcón, Madrid provincia, España The Cigna Group A tiempo completo

    **Our Company & Mission**: Cigna Corporation is a global health service company. We provide healthcare products and services, group disability, life and accident insurance, and international insurance - directly to individuals and through employers and intermediaries. Cigna’s mission is to improve the health, well-being, and peace of mind of those we...

  • Customer Service Representative Role

    hace 1 semana

    Pozuelo de Alarcón, Madrid, España Cigna A tiempo completo

    About Cigna HealthcareCigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the healthcare system, empowering them with the information and insight they need to make the best choices for improving their health and vitality.Job SummaryWe are currently seeking a skilled...

  • Customer Service

    hace 2 meses

    Madrid, Madrid, España Ing A tiempo completo

    Customer Service & Efficiency SupervisorAt ING, we are seeking a talented and enthusiastic Customer Service & Efficiency Supervisor to join our COO Contact Center. As a key member of our team, you will be responsible for managing the performance and professional development of your team members. Your primary focus will be on providing a differentiating...

  • Contact Center Customer Service Representative

    hace 3 meses

    28223 Pozuelo de Alarcón, Madrid provincia, España The Cigna Group A tiempo completo

    Do you have a passion for helping others and ensuring customers have the best experience possible? We have fantastic opportunities to join as multilingual customer service representative where you can support customers from across the globe. **About us** Cigna is a leading provider of group healthcare and wellbeing programmes for employees of...

  • Customer Service Supervisor Opportunity

    hace 6 días

    Madrid, Madrid, España Ing A tiempo completo

    About the RoleAt ING, we're seeking a talented Customer Service & Efficiency Supervisor to join our COO Contact Center.This role offers an exciting opportunity to lead and develop a high-performing team, driving customer satisfaction and operational excellence.Key Responsibilities:Manage performance and professional development of team members.Collaborate...

  • Service Desk

    hace 2 meses

    28223 Pozuelo de Alarcón, Madrid provincia, España The Cigna Group A tiempo completo

    **About Cigna** Let us tell you a little more about us. Cigna exists to improve lives. Together, with our 74,000 employees worldwide that service Cigna, Express Scripts, and other affiliate customers, we aspire to transform health services, making them more affordable and accessible to millions. We are going through an exciting period of expansion; at the...

  • Pso Claims

    hace 3 meses

    28223 Pozuelo de Alarcón, Madrid provincia, España The Cigna Group A tiempo completo

    **About us** Cigna is one of the world’s leading providers of health care, expatriate employee benefits, life, accidental and supplemental health insurance. Headquartered in the US and listed in NYSE, the Company operates in countries across the Americas, Europe, Africa and Asia Pacific. Cigna Europe and Global Segments is an integral part of Cigna's...