Customer Service Senior Supervisor

hace 2 días


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

About the Role

As a Senior Supervisor in our Customer Service department, you will be supported by a team of supervisors on your mission to deliver exceptional service experiences for our customers. You will drive a high level of engagement in the team and manage relationships with multiple partners and stakeholders. This pivotal role plays a key part in the strategic transformation of our operation, driving key projects that support our ambitious growth and affordability roadmap.

Your Responsibilities

  • Manage operational KPIs across different customers and communication channels.
  • Analyse performance data and identify opportunities to maximise operational results.
  • Ensure high scoring in internal quality auditing and external NPS surveys.
  • Support ISO auditing and prevent compliance exposure.
  • Drive a high-performance culture in the team, supporting and recognising staff based on their results and development.
  • Foster Employee Engagement and reduce attrition via motivation and career coaching.
  • Take full ownership of high-level escalations and drive resolution while communicating with relevant parties.
  • Partner across departments to achieve true win-win situations, focusing on customer journeys and cost reduction.
  • Represent the organisation during client visits and manage relationships with other Cigna departments, vendors, and stakeholders.

Your Qualifications & Expertise

We are seeking an experienced professional with:

  • At least three years of people management experience in operational teams.
  • Experience in customer service and/or insurance sectors is highly valued.
  • A proven track record of delivering operational KPIs, resource planning, and recovery plan execution.
  • A strong understanding of operational process flows, process mapping, and documentation.

What We Offer

This hybrid opportunity offers a competitive salary range of €50,000 - €65,000 per annum, dependent on experience. We also offer a range of benefits, including access to training and development programs, flexible working arrangements, and a supportive team environment.

About Us

Cigna Health And Life Insurance Company is a leading provider of health and life insurance solutions. We are committed to delivering exceptional service experiences for our customers and employees alike.



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