Customer Service Supervisor at Cigna

As a supervisor you will manage a team of Customer Service Representatives based in Nairobi, Kenya. You will be reporting to a Senior Supervisor, responsible for different sites. 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. 

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, quality and customer satisfaction scores both on an individual and on a group level
• 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 1:1s
• Taking ownership of escalations and provide updates to the Senior Supervisor on any issues where appropriate.
• Proactively address and/or escalate any operational 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.

What skills do you need?

• 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 contact center and/or 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.
• 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-orientated problem-solving attitude
• Excellent organization, planning and prioritization skills
• 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