Customer Service Senior Supervisor

hace 4 semanas


Madrid, Madrid, España CIGNA A tiempo completo

About Cigna Healthcare

Cigna Healthcare is a leading advocate for better health through every stage of life. We empower our customers to make informed decisions about their well-being, and drive growth by delivering exceptional service experiences.

Job Summary

We are seeking a highly skilled Customer Service Senior Supervisor to lead our team in delivering best-in-class service experiences for our customers. As a key member of our Customer Service department, you will be responsible for driving operational excellence, managing high-level escalations, and fostering a high-performance culture within the team.

Key Responsibilities

  • Operational Excellence: Manage operational KPIs across different customers and communication channels, regularly analyzing performance data to identify opportunities for improvement.
  • High-Scoring Quality Audits: Ensure high scoring in internal quality auditing and external NPS surveys, supporting ISO auditing and maintaining compliance standards.
  • Team Leadership: Drive a high-performance culture by supporting and recognizing staff based on their results and development, ensuring high efficiency and consistent service experiences.
  • Employee Engagement: Foster employee engagement, reduce attrition, and motivate staff through coaching, feedback, and career development opportunities.
  • Escalation Management: Take ownership of high-level escalations, driving resolution while communicating with relevant parties.
  • Partnerships: Partner across departments to achieve win-win situations, focusing on reduction of OPEX & costs of access to care, and representing the organization during client visits.

Requirements

  • Experience: Minimum three years people management experience in operational teams, preferably in customer service and/or insurance sectors.
  • Skills: Proven track record of delivering operational KPIs, resource planning, and recovery plan execution, with strong analytic and strategic thinking paired with data-driven decision making.
  • Leadership: Experience leading projects aiming at reducing OPEX or increasing quality of service, with familiarity with creation of business plans and process flow improvement.
  • Cultural Fit: Excellent communication and presentation skills, growth mindset, ability to work independently and as part of a team, and a can-do attitude with positivity, energy, and resilience under pressure.

Salary: Estimated salary range $65,000-$85,000 per annum, depending on location and experience.



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