Global Team Lead

hace 1 mes


Madrid, Madrid, España Cigna A tiempo completo

About the Role:

The Inquiries Supervisor - Provider Services will support the Provider Relations Lead in managing a team of provider service agents. This role is responsible for motivating individuals and teams collectively to achieve agreed work output targets, covering productivity, quality, and provider satisfaction.

Key Responsibilities:

  • Team performance management: motivating individuals and teams collectively to achieve agreed work output targets.
  • BPO performance management: supporting the creation of processes for the team and setting up the new structure.
  • Monitoring and follow-up: managing the Provider Services KPIs (daily monitoring, weekly and monthly reporting).
  • Organizing call schedules: ensuring 24/7 coverage to provider requests.
  • Leading the team: ensuring strong employee engagement, including day-to-day oversight, motivation, conflict management, training, well-being, and performance.

Requirements:

  • Minimum of 1 year experience as a people manager of an operational front desk.
  • Experience in Contact Center is highly valued.
  • Previous experience with a CRM tool such as Salesforce or any planning tool.
  • Experience with management of remote/virtual teams.
  • Data-driven assessments and decisions, understanding different operational and service metrics within Cigna.

About Cigna:

Cigna Healthcare 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.



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