Customer Service Senior Leadership Role

hace 2 semanas


Madrid, Madrid, España CIGNA A tiempo completo
About the Role

We are seeking a highly skilled and experienced Customer Service Senior Supervisor to join our team. As a key member of our operations leadership, you will be responsible for driving high-performance culture, fostering employee engagement, and representing the organization during client visits.

Key Responsibilities
  • Manage operational KPIs across different customers and communication channels.
  • Analyze performance data to maximize operational results.
  • Ensure high scoring in quality auditing and external NPS surveys.
  • Drive a high-performance culture in the team by recognizing staff based on results and development.
  • Foster Employee Engagement and reduce attrition via motivation, career coaching, and regular meetings.
  • Take full ownership of high-level escalations and drive resolution.
  • Partner across departments to achieve win-win situations, focusing on customer journey and cost reduction.
Requirements and Qualifications
  • Minimum 3 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.
  • Strong analytic & strategic thinking paired with data-driven decision taking.
  • Familiarity with key Leadership concepts and experience supporting employees in their development.
Compensation and Benefits

The estimated salary for this role is between $80,000 and $110,000 per year, depending on location and experience. In addition to a competitive salary, we offer a range of benefits, including health insurance, retirement plans, and paid time off.

About Cigna Healthcare

Cigna Healthcare is an advocate for better health through every stage of life. We guide our customers through the healthcare system, empowering them with information and insight to make the best choices for improving their health and vitality.



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