CUSTOMER SERVICE SUPERVISOR - LPS

About us Cigna provides health insurance services around the world.
We’re passionate about helping people improve their health, well-being, and sense of security.
We started over 200 years ago and we have continued to innovate and expand ever since.
At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organizations, as well as the needs of multinationals in Europe and Africa.
Your job As a supervisor you will manage a team of Operations Representatives.
Key to the role is proactive management of global and client KPI commitments and to maximize team performance through developing and coaching the team in order to deliver a high quality and customer centric service offering.
Main Responsibilities Your role includes but is not limited to.
Accountable to review, assess and predict inventory levels, call-inflow coordinating daily allocations and planning ahead to optimize staffing levels and to maximize operational results.
Accountable to ensure that your team delivers the expected productivity, respecting the specific financial and compliance procedures.
Be a role model for a high performance culture and proactively manage performance in the team by taking appropriate actions.
Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well-being and performance by providing coaching and skill development in collaboration with the Customer Service Management Team.
Embrace and promote change a with positive can-do attitude Recommend and implement innovative strategies to improve efficiency and provide excellent customer service Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes.
Being responsible for follow-up of capacity planning and absences in close cooperation with HR Having quarterly check-in conversations with all team members and regular 1.
s Promote a culture of continuous improvement and be fully responsible for the implementation of new ways of working and the measurement of the results in alignment with the broader Customer Service Strategy and in coordination with the Management Team Taking ownership of escalations and provide updates to the Senior Supervisor on any issues where appropriate.
Proactively address and/or escalate any operational/legal/financial risks to the Senior Supervisor Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.
Actively encourage all team members to do likewise.
Represent the Organization during client visits, absences, stakeholder meetings, or act as a relationship person towards some our strategic partners.
Do regular internal auditing for your team members depending on their necessity for feedback and improvements.
Support the financial verification of the team, including approval of manual payments Your profile Strong performance track record of achieving KPIs International mind-set, with holistic approach.
Able to work remotely with peers across locations.
Striving for excellent service to our members, clients and providers is part of your DNA.
At least 2 years of experience as a Team Supervisor/ Team Manager in back office teams or relevant leadership experiences in other functions/companies Experiences in and passion for coaching, managing, developing and motivating individuals and the team.
Experiences in complaint management - with a proven track record in improving customer service standards Strong presentation skills, and knowledge of Windows Office tools like Word, Outlook, Excel, PowerPoint etc.
Strong data analysis skills A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
Excellent interpersonal skills.
strong empathy and listening skills, strong articulation and communications skills Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutions among the team members Action-oriented problem-solving attitude Excellent organization, planning and prioritization skills Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues Results orientated – ability to cascade and explain goals, establish plans and manage work to achieve desired outcomes.
Create meaningful business related metrics and track progress/results Accountability – assume ownership for achieving personal results and collective team goals High resilience to work under pressure Competencies.
Love to work with people Like to take responsibility and come up with ideas to engage and develop employees Handle files in a structured and organized way See the importance of handling confidential information discretely Like to actively interact with colleagues of different departments and in different locations What we offer? Type of Contract.
Permanent.
Multicultural working environment.
A diverse job in an international context with impressive clients.
Hybrid working.
Enjoy working from the comfort of your home 3 days per week and 2 days from our Madrid office.
Cigna’s “Happy You”.
health and wellbeing initiatives, flexible work hours, home working opportunities.
Flexible starting hour.
Official Schedule Monday to Friday 9.
to but with flexibility.
Our shifts are from 7.
to 9.
, with the possibility to choose the time that suits you best.
A wide range of social benefits and attractive salary package.
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.
Doing something meaningful starts with a simple decision, a commitment to changing lives.
At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve.
Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients.
Join us in driving growth and improving lives.