Customer Service Contact Center Supervisor

hace 2 semanas

Pozuelo de Alarcón, Madrid, España The Cigna Group A tiempo completo
IOH Contact Center Supervisor – RBA Cluster

As a Customer Service Supervisor, you will lead a team of Customer Service Representatives to deliver exceptional, customer-centric service. You will drive operational excellence, proactively manage global and client KPI commitments, and foster a culture of collaboration, innovation, and continuous improvement.

Key Responsibilities
  • Plan and manage workload (emails and calls) to optimize staffing levels and shift patterns, ensuring daily KPI achievement and proactively identifying risks with mitigation proposals.
  • Oversee team productivity, quality, and customer satisfaction, acting as a role model for a high-performance culture.
  • Motivate and develop your team, creating a positive, inclusive environment focused on growth and engagement while minimizing attrition.
  • Maintain clear communication through regular team and one-to-one meetings, providing constructive feedback and coaching opportunities.
  • Take ownership of escalations and complex customer queries, keeping senior stakeholders informed and proposing effective solutions.
  • Champion change with a positive, can‑do attitude, recommending and implementing efficiency improvements.
  • Build strong internal and external relationships to ensure seamless service delivery.
Your Profile
  • At least two years' experience managing operational back-office or contact center teams (or two years at Cigna for internal candidates).
  • Proven track record of achieving KPIs and elevating service standards.
  • Strong leadership skills with the ability to inspire collaboration and innovation.
  • International mindset and ability to work effectively across locations.
  • Passion for delivering outstanding service to members, clients, and providers.
  • Experience in coaching, talent development, and complaint management.
  • Excellent communication, empathy, and problem-solving skills.
  • Strong organization, planning, and prioritization abilities, with resilience under pressure.
  • Proficiency in MS Office tools (Word, Outlook, Excel, PowerPoint).
  • Languages: High level of English and Spanish required.
What We Offer
  • A dynamic, international environment with opportunities for professional growth.
  • Competitive compensation and a comprehensive benefits package.
  • Hybrid work model and flexible scheduling.
  • A culture that values innovation, collaboration, and customer centricity.

Join us to lead a team that makes a real impact—delivering exceptional service and driving customer satisfaction every day.

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.

If you require reasonable accommodation in completing the online application process, please email: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.

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