Customer Service Senior Lead
hace 1 día
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.
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