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  • Posted: Mar 28, 2023
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. Within its international division, a dedicated unit - headquartered in Belgium - focuses on the needs of International...
    Read more about this company


    Customer Service Supervisor


    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.


    • 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

    Method of Application

    Interested and qualified? Go to Cigna on to apply

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