Cigna (Evernorth)
Bengaluru, Karnataka, India Posted 4d ago
As a Customer Service Supervisor at Cigna International, you will play a pivotal role in leading and managing a team of approximately 12-15 Customer Service Representatives, driving excellence in customer experience and operational performance.
Key Responsibilities
Managing, leading, and mentoring a team of Customer Service Representatives to deliver exceptional service and meet operational KPIs.
Attending any escalations calls and meetings.
Proactively identifying opportunities for process improvement and innovation.
Ensuring productivity, quality, and customer satisfaction targets are consistently met.
Providing coaching, mentoring, and support to team members for skill development and performance enhancement.
Maintaining strong employee engagement through day-to-day involvement, motivation, conflict resolution, and training.
Implementing new initiatives and measuring their impact in coordination with the Management Team.
Serving as a single point of contact (SPOC) for specific clients/accounts, if required.
Representing the organization during client visits, stakeholder meetings, and strategic partner interactions.
Requirements
Minimum of 2 years of experience in relevant leadership experience in international voice and similar functions/companies.
Strong performance track record in leadership roles.
International mindset with the ability to collaborate effectively across locations.
Experience in coaching, managing, and motivating individuals.
Proficiency in conflict management and complaint resolution.
Excellent communication and presentation skills, along with proficiency in Microsoft Office tools.
A growth mindset with a positive attitude towards change and innovation.
Strong interpersonal skills, empathy, and ability to foster collaboration.
Action-oriented problem-solving attitude with excellent organizational and prioritization skills.
Results-oriented mindset with a focus on achieving personal and team goals.
