Description
Cigna International, a premier global provider of international health insurance, invites applications from dynamic and motivated individuals to join our expanding team. As a Customer Service Supervisor, you will play a pivotal role in leading and managing a team of approximately 12-15 Customer Service Representatives, driving excellence in customer experience and operational performance.
Responsibilities As a Team Supervisor, you will be responsible for:
- Managing, leading, and mentoring a team of Customer Service Representatives to deliver exceptional service and meet operational KPIs.
- Attending any escalations calls and meetings.
- Proactively identifying opportunities for process improvement and innovation.
- Ensuring productivity, quality, and customer satisfaction targets are consistently met.
- Providing coaching, mentoring, and support to team members for skill development and performance enhancement.
- Maintaining strong employee engagement through day-to-day involvement, motivation, conflict resolution, and training.
- Implementing new initiatives and measuring their impact in coordination with the Management Team.
- Serving as a single point of contact (SPOC) for specific clients/accounts, if required.
- Representing the organization during client visits, stakeholder meetings, and strategic partner interactions.
Requirements We are seeking candidates with:
- Minimum of 2 years of experience in relevant leadership experience in international voice and similar functions/companies.
- Strong performance track record in leadership roles.
- International mindset with the ability to collaborate effectively across locations.
- Experience in coaching, managing, and motivating individuals.
- Proficiency in conflict management and complaint resolution.
- Excellent communication and presentation skills, along with proficiency in Microsoft Office tools.
- A growth mindset with a positive attitude towards change and innovation.
- Strong interpersonal skills, empathy, and ability to foster collaboration.
- Action-oriented problem-solving attitude with excellent organizational and prioritization skills.
- Results-oriented mindset with a focus on achieving personal and team goals.
Key Competencies
- Change management champion.
- Metrics and performance driven.
- Organizational acumen.
- Ability to drive people engagement and loyalty.
- Proficiency in building effective teams.
- Tech-savvy with a global perspective.
- Data-driven decision-making capabilities.