Customer Service Supervisor

hace 2 semanas


Madrid, España Cigna A tiempo completo

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DESCRIPCIÓN DEL PUESTO
Customer Service Supervisor

IDENTIFICACIÓN

**Título de puesto**: Customer Service Supervisor

**Entidad**: Cigna España

**Ubicación**: Customer Service & Telesales Cigna España

OBJETIVOS

Se encargará de gestionar a su equipo directo de operadores de Servicio al Cliente proporcionando apoyo diario con sus dudas, consultas, seguimiento de sus casos y control de sus indicadores de rendimiento y calidad.

FUNCIONES PRINCIPALES Y RESPONSABILIDADES
- Seguimiento y control de KPI's de las personas de su equipo y del área
- Motivar a las personas a su cargo para la consecución de sus objetivos individuales y del área
- Fomentar el trabajo en equipo así como un entorno positivo, abierto y agradable
- Ofrecer el feedback al agente y el coaching asociado a corregir sus fallos
- Atender dudas sobre políticas, procedimientos, uso de herramientas
- Asistir a los agentes ante interlocuciones difíciles
- Ayudarles a tomar decisiones y resolver problemas
- Gestión y control de ausencias y bajas de su equipo
- Detectar y promover iniciativas de mejoras
- Apoyo a la coordinación de la operativa diaria
- Organización y planificación de prioridades del equipo.
- Contribuir a la consecución de objetivos globales del Departamento.,
- Promover la filosofía Customer Centricity de Cigna

CONTACTOS PRINCIPALES

Resto de supervisores del servicio.
Customer Service & Telesales Manager
Equipo de Calidad y Formación del Contact Center
Equipo de Voz del Cliente de Cigna España
Customer Service Representatives

FORMACION Y EXPERIENCIA

Amplios conocimientos en la gestión operativa de Cigna.
Interés en la gestión y el desarrollo profesional de las personas
Se valorará muy positivamente Inglés Alto

**Experiência en Atención al Cliente en Cigna España**: Más de 2 años a fecha de esta comunicación.

CAPACIDADES

Proactividad
Gestión de personas
Capacidad de resolución
Empatía e inteligencia emocional.

About Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.



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