YOUR JOB

As a supervisor you will support your senior supervisor with the managment of a team of Customer Service Representatives in Madrid. You'll integrate a great team of supervisors across all IOH locations.

Key to the role will be developing and coaching the team to deliver a high quality and customer centric service.  Your role include the following:

You are accountable to review and assess inventory levels, co-ordinating daily goals and planning for your team in line with the other supervisors in Madrid and other locations and adjust where needed in view of achieving Customer Service KPIsYou 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 you are proactive in identifying improvement/enhancement opportunities and be an active owner of seeking and sharing ideas for innovation in business processes.You strive to provide excellent service to our members and clientsyou 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 Operations Management Team.You track and follow up on the performance of your teamYou ensure appropriate performance management actions are taken within the teamYou have quarterly check-in conversations with all team membersPromote 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 the related issuesProactively address and/or escalate any risks to the senior supervisorDeveloping/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.  Actively encourage all team members to do likewise.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 recordInternational mind-set, with holistic view and able to work remotely with peers across locations, as well as in your own locations2 years of Cigna experience for internal candidates, or 2 years of leadership experience for external candidateIO ExperienceExperience and/or interest in coaching, managing, developing and motivating individualsExperience and/or interest in conflict managementExperience in complaint management - with a proven track record in improving customer service standardsStrong communication and presentation skills, and knoweldge of Window tools, e.g. Excel, Powerpoint, Windows 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 communciations skills, passionate. Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members and colleaguesAction-orientated problem-solving attitudeExcellent organisation, planning and prioritisation skillsAble to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issuesResults orientated – ability to cascade and translate goals, establish plans and manage work to achieve desired outcomes. Create meaningful business related metrics and track progress/resultsAccountability – assume ownership for achieving personal results and collective team goals

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: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.