Customer Service Supervisor at Cigna

YOUR JOB

As a supervisor, you will support the team manager in managing a team of Customer Service Representatives in Kenya. Key to the role will be developing and coaching the team to deliver a high quality customer centric service offering. Your role includes:

• Accountable to review and assess inventory levels co-ordinating daily goals and planning and adjust where needed in view of achieving KPIs.
• You are accountable to ensure that productivity, quality and customer satisfaction, are managed within own team and motivation of the individuals and team to achieve the operational KPI’s.
• Being proactive in identifying improvement/enhancement opportunities and be an active owner of seeking and sharing ideas for innovation in business processes.
• Striving to provide excellent service to our members and clients.
• Ensure strong employee engagement within the team, including day to day involvement, motivation, conflict management, training, well-being and performance by providing coaching and skill development in collaboration with the Communication Management Team.
• Ensure appropriate performance management actions are taken.
• Having quarterly check-in conversations with all team members.
• Promote a culture of continuous improvement and be fully accountable for the implementation of new ways of working and the measurement of the results in alignment with the broader.
• Communication Strategy and in coordination with the Management Team.
• Taking ownership of any escalated cases and provide updates to the Team manager on any issues.
• Proactively address and/or escalate any risks to the team Manager.
• 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.
• Option to take over SPOC role for particular clients/accounts if required.
• Being able to represent the Organisation during client visits, absences, stakeholder meetings, or act as a relationship manager towards some of our strategic partners.

YOUR PROFILE

• Strong performance track record.
• International mind-set, with holistic view and able to work remotely with peers across locations.
• 3 years of Cigna experience, or 2 years relevant leadership experience in other functions/companies
• Experience and/or interest in coaching, managing, developing and motivating individuals
• Experience and/or interest in conflict management.
• Experience in complaint management - with a proven track record in improving customer service standards.
• Strong communication and presentation skills, and knowledge of Window tools, e.g. Excel, Powerpoint, Windows.
• A growth mind-set 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, passionate.
• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members.
• Action-orientated problem-solving attitude.
• Excellent organisation, planning and prioritisation 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 translate 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