Customer Service Senior Lead

hace 1 día


Madrid, Madrid, España Cigna A tiempo completo

Senior Supervisor - Customer Service



As a key member of our Customer Service team, you will play a pivotal role in delivering exceptional service experiences for our customers.



You will lead a team of supervisors, supporting their mission to drive engagement, manage relationships with partners and stakeholders, and achieve operational excellence.



One of your key responsibilities will be to drive strategic projects that support our ambitious growth and affordability roadmap.



You will report directly to the Head of Customer Service GHB Europe.



This is a hybrid role, requiring a minimum of one day per week in our office in Madrid.



The successful candidate must have limited travel availability.



Key Responsibilities


  • Manage operational KPIs across different customers and communication channels.
  • Analyze performance data to identify opportunities for improvement.
  • Ensure high scores in internal quality audits and external NPS surveys.
  • Support ISO auditing and prevent compliance exposure.
  • Drive a high-performance culture in the team.
  • Foster employee engagement and reduce attrition.
  • Take ownership of high-level escalations and drive resolution.
  • Partner across departments to achieve win-win situations.
  • Represent the organization during client visits.


As a Senior Supervisor, you will have the opportunity to make a significant impact on our Customer Service department.



Requirements


  • Minimum three years people management experience in operational teams.
  • Experience in customer service and/or insurance sector is highly valued.
  • Proven track record of delivering operational KPIs, resource planning, and recovery plan execution.
  • Proven track record of managing highly committed teams.
  • Experience in ideation, planning, and execution of people engagement initiatives.
  • Experience leading projects to reduce OPEX or increase quality of service.
  • Familiarity with creating business plans is desirable.
  • Strong understanding of operational process flows, process mapping, and documentation.
  • Strong analytic and strategic thinking paired with data-driven decision making.
  • Familiarity with key leadership concepts and experience supporting employees in their development.
  • Comfortable managing through change and ambiguity.
  • Experience managing customer and stakeholder escalations and driving resolution.


Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth, or related medical conditions.



Cigna 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.



If you require reasonable accommodation in completing the online application process, please email for support.



Cigna is an equal opportunities employer.



  • Madrid, Madrid, España Victorian Plumbing A tiempo completo

    Unlock Your Potential as a Customer Service Team LeadVictorianPlumbing.co.uk is seeking a seasoned Customer Service Team Lead to lead our customer service function to new heights. As a key member of our team, you will be responsible for driving customer satisfaction, leading a high-performing team, and fostering a culture of continuous improvement.Key...


  • Madrid, Madrid, España Victorian Plumbing A tiempo completo

    Customer Service Team Lead OpportunityVictorian Plumbing is seeking a highly skilled Customer Service Team Lead to join our team. As a key member of our customer service function, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.The ideal candidate will have proven...


  • Madrid, Madrid, España Corsearch A tiempo completo

    Customer Service Leadership OpportunityCorsearch is seeking a seasoned customer service leader to drive exceptional support and service delivery across all customer interactions. As a Senior Customer Service Manager, you will develop and execute a comprehensive customer service strategy, overseeing teams responsible for order & renewal management, helpdesk,...


  • Madrid, Madrid, España Corsearch A tiempo completo

    At Corsearch, we're looking for a seasoned leader to drive our customer service strategy and operations forward. As our Senior Customer Service Manager, you'll be responsible for developing and executing a comprehensive customer service strategy that delivers exceptional support across all customer touchpoints.The ideal candidate will have a strong...


  • Madrid, Madrid, España Cigna A tiempo completo

    Key Responsibilities:Drive high levels of engagement in the team and manage relationships with multiple partners and stakeholders.Lead key projects supporting our growth and affordability roadmap.Reporting Structure:You will report directly to the Head of Customer Service GHB Europe.Work Arrangements:The position is hybrid with a minimum of one day per week...


  • Madrid, Madrid, España Kone A tiempo completo

    Job Title: Customer Service Team LeadJob Summary:The Customer Service Team Lead is responsible for managing, evaluating, developing, and leading Customer Service teams to ensure that the organization's customer service and administration strategy is implemented and executed effectively, consistently, and according to the established guidelines and...


  • Madrid, Madrid, España Kone A tiempo completo

    Job Title: Customer Service Team LeadJob Summary:The Customer Service Team Lead is responsible for managing, evaluating, developing, and leading Customer Service teams to ensure that the organization's customer service and administration strategy is implemented and executed effectively, consistently, and according to the established guidelines and...

  • Senior Team Lead

    hace 1 semana


    Madrid, Madrid, España Sitel Corp. A tiempo completo

    Job Title: Senior Team LeadWe are seeking a highly skilled Senior Team Lead to manage a team of customer service professionals at Sitel Corp. The ideal candidate will have excellent coordination and communication skills, with a strong focus on delivering exceptional customer experiences.Key Responsibilities:• Lead a team of 15 customer service...


  • Madrid, Madrid, España Msd A tiempo completo

    Job Summary:Msd is seeking a Senior Customer Service Manager to lead our Customer Service team. The ideal candidate will have a strong background in customer service, finance, or supply chain, with a minimum of 2 years of experience in a similar role.Key Responsibilities:Manage a team of Customer Service Analysts responsible for timely, accurate, and...


  • Madrid, Madrid, España Gelato A tiempo completo

    About GelatoGelato is a pioneering company that connects technology to the printing industry, making it more sustainable. As the Head of Customer Service, you will be at the forefront of this mission, driving customer satisfaction and operational efficiency. Our team is customer-obsessed, and we expect our leaders to share this passion.Key...

  • Customer Service Director

    hace 3 semanas


    Madrid, Madrid, España Ntt A tiempo completo

    Director, Customer ServicesNtt is seeking a seasoned professional to lead our Customer Services team. As a Director, Customer Services, you will be responsible for ensuring the delivery of exceptional services to our clients within Region / Country or Services Division.Key Responsibilities:Manage the financial performance of Customer Services within a Region...

  • Customer Service Director

    hace 3 semanas


    Madrid, Madrid, España Ntt A tiempo completo

    Director, Customer ServicesNtt is seeking a seasoned professional to lead our Customer Services team. As a Director, Customer Services, you will be responsible for ensuring the delivery of exceptional services to our clients within Region / Country or Services Division.Key Responsibilities:Manage the financial performance of Customer Services within a Region...


  • Madrid, Madrid, España Msd A tiempo completo

    Job Title: Otc Csc Senior SpecialistJob Summary:We are seeking a highly skilled and experienced Otc Csc Senior Specialist to join our team. The successful candidate will be responsible for managing a team of Customer Service Analysts, coordinating daily process activities, and ensuring the consecution of main KPIs.Key Responsibilities:Manage a team of...


  • Madrid, Madrid, España Merck Sharp & Dohme (Msd) A tiempo completo

    Job DescriptionAs a Senior Customer Service Specialist at Merck Sharp & Dohme (Msd), you will be responsible for leading a team of Customer Service Analysts in executing timely, accurate, and compliant processing of customer interactions, queries, and communications. Your primary responsibilities will include:Managing a team of Customer Service Analysts to...


  • Madrid, Madrid, España Msd A tiempo completo

    Job DescriptionAs a Senior Customer Service Specialist at MSD, you will be responsible for managing a team of Customer Service Analysts and ensuring timely, accurate, and compliant processing of customer interactions. You will coordinate proactive and reactive communication with stakeholders, monitor key performance indicators, and support Pharmacovigilance...


  • Madrid, Madrid, España Msd A tiempo completo

    Job DescriptionAs a Senior Customer Service Specialist at MSD, you will be responsible for managing a team of Customer Service Analysts and ensuring timely, accurate, and compliant processing of customer interactions. You will coordinate proactive and reactive communication with stakeholders, monitor key performance indicators, and support Pharmacovigilance...

  • Senior Copywriter

    hace 4 días


    Madrid, Madrid, España Lead Forensics A tiempo completo

    Job OverviewWe're seeking an experienced Senior Copywriter to join our team at Lead Forensics. As a key member of our content team, you'll be responsible for creating engaging content that resonates with our customers and drives business results.Key ResponsibilitiesDevelop a deep understanding of our customers' digital marketing challenges and pain...


  • Madrid, Madrid, España Motorpoint A tiempo completo

    About the RoleAt Motorpoint, we're passionate about delivering an exceptional customer experience. As our Customer Service Manager, you'll play a crucial role in maintaining our strong reputation by ensuring our customers leave our showrooms feeling satisfied throughout their journey. This includes overseeing the full vehicle handover process, including...


  • Madrid, Madrid, España Merck Sharp & Dohme (Msd) A tiempo completo

    Job DescriptionMerck Sharp & Dohme (Msd) is seeking a highly skilled Senior Customer Service Specialist to join our team. As a key member of our Customer Service department, you will be responsible for managing a team of Customer Service Analysts and ensuring timely, accurate, and compliant processing of customer interactions.Key ResponsibilitiesManage a...


  • Madrid, Madrid, España Merck Sharp & Dohme (Msd) A tiempo completo

    Job DescriptionMerck Sharp & Dohme (Msd) is seeking a highly skilled Senior Customer Service Specialist to join our team. As a key member of our Customer Service department, you will be responsible for managing a team of Customer Service Analysts and ensuring timely, accurate, and compliant processing of customer interactions.Key ResponsibilitiesManage a...