Customer Service Senior Supervisor

hace 1 semana


Madrid, Madrid, España Cigna A tiempo completo
Job Description

The position of Senior Supervisor in our Customer Service department at Cigna offers a unique opportunity to lead a team and drive operational excellence. As a key member of our GHB Europe team, you will be responsible for managing KPIs across different customers and communication channels, analyzing performance data, and identifying opportunities to maximize operational results.

About the Role

This is a hybrid role with a minimum of one day per week from our office in Madrid. The successful candidate should have availability for limited traveling and possess excellent leadership skills, strategic thinking, and strong analytic capabilities.

Responsibilities
  • Manage operational KPIs across different customers and communication channels
  • Analyze 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 exposure from a compliance perspective
  • 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 full ownership of high-level escalations and drive resolution whilst communicating with all relevant parties
Requirements

We are seeking a candidate with:

Minimum three years people management experience in operational teamsExperience in customer service and/or insurance sector highly valuedProven track record of delivering operational KPIs, resource planning & recovery plan executionProven track record of managing highly committed teamsExperience in ideation, planning, and execution of people engagement initiativesExperience leading projects aiming at the reduction of OPEX or increasing quality of serviceCompensation and Benefits

We offer a competitive salary and benefits package, estimated to be around €80,000 - €110,000 per annum, depending on experience and qualifications.



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