Customer Service Supervisor - Europe - Cigna Healthcare

• Manage daily operations by reviewing inventory levels, call volumes, resource allocation, capacity and absences to optimise staffing and operational results.
• Lead your team to achieve expected productivity, quality and customer satisfaction measures at both individual and team level.
• Develop team performance and engagement through regular 1:1s, quarterly check-ins, coaching, training, conflict management and wellbeing support, working with the Customer Service Management Team where appropriate.
• Identify and implement improvements to customer service and business processes, measuring results and aligning new ways of working with the broader Customer Service Strategy and Management Team.
• Take ownership of escalations and operational risks, addressing issues directly or escalating them to the Senior Supervisor where appropriate.
• Build effective internal and external business relationships to support seamless service delivery, including representing the organisation during client visits, stakeholder meetings and interactions with strategic partners.
• Complete regular internal audits for team members based on feedback and improvement needs.

• At least two years of Team Supervisor or Team Manager experience within contact centre and/or back-office teams, or relevant leadership experience in other functions or companies.
• A strong performance track record of achieving KPIs, with the ability to establish plans, create meaningful business-related metrics and track progress and results.
• Experience coaching, managing, developing and motivating individuals and teams.
• Experience in complaint management, with a proven track record of improving customer service standards.
• Strong data analysis, presentation and Microsoft Office skills, including Word, Outlook, Excel and PowerPoint.
• The ability to work remotely with peers across locations and manage diverse, complex and highly sensitive issues.

• Coaching, team development and motivation
• Empathy, listening and clear communication
• Organisation, planning and prioritisation
• Problem-solving and accountability
• Collaboration and relationship building
• Ability to work under pressure and support change initiatives

• KPI and team performance management
• Capacity and resource planning
• Complaint management
• Data analysis and business-related metrics
• Internal auditing
• Microsoft Word, Outlook, Excel and PowerPoint
• Operational risk and escalation management
• Continuous improvement and implementation of new ways of working
• Confidential information handling

• Competitive salary and extra-legal benefits.
• Multicultural and hybrid working environment, including flexible hours and home-working opportunities.
• Employee Wellbeing Benefits, including the stated "Happy You" health and wellbeing initiatives.
• Training, coaching and support for your development.
• Private Medical Insurance
• Educational Development Program

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: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.