Customer Service Operations Manager
hace 7 días
Role Overview
Cigna Health And Life Insurance Company is seeking an experienced Customer Service Senior Supervisor to join our team in Madrid, Spain. This hybrid role offers a unique blend of remote and on-site work, with a minimum of one day per week from our office in Madrid.
About the Role
The successful candidate will be responsible for delivering best-in-class service experiences for our customers, driving high levels of engagement in the team, and managing relationships with multiple partners and stakeholders. As a key member of our Customer Service department, you will play a pivotal role in the strategic transformation of our operation by driving key projects that support our ambitious growth & affordability roadmap.
Key Responsibilities
- Manage operational KPIs across different customers and communication channels.
- Analyse performance data and identify opportunities to maximize operational results.
- Ensure high scoring in internal quality auditing and external NPS surveys.
- Support ISO auditing and prevent any compliance exposure.
- Drive a high-performance culture in the team by supporting and recognizing staff based on their results and development.
- Foster Employee Engagement and reduce attrition via motivation & career coaching.
- Take ownership of high-level escalations and drive resolution while communicating with relevant parties.
- Partner across departments to achieve win-win situations, focusing on customer journeys and Cigna as a whole.
- Represent organization during client visits and manage relationships with other Cigna departments, vendors, and stakeholders.
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 & recovery plan execution.
- Proven track record of managing highly committed teams.
- Experience in ideation, planning, and execution of people engagement initiatives.
Salary Range
The estimated salary for this role is €55,000 - €65,000 per annum, depending on experience and qualifications.
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