13 дней назад
Customer Service Supervisor
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Service Supervisor (Healthcare): Leading end-to-end customer service operations and developing a high-performing team across calls, email, chat, and digital channels with an accent on service quality, governance, analytics, and customer experience. Focus on using operational data and AI-enabled tools, resolving complex customer issues, coaching employees, and driving process automation and continuous improvement.
Location: Kuala Lumpur, Malaysia; rotational shifts and staggered weekends may be required
Company
Cigna Healthcare, a division of , supports customers throughout the healthcare system and helps them make informed decisions about their health and well-being.
What you will do
- Lead and develop a customer service team delivering consistent, high-quality support across calls, email, chat, and digital platforms.
- Oversee service levels, queue performance, turnaround times, case ageing, quality standards, workforce allocation, and service recovery.
- Monitor KPIs, customer feedback, complaints, service failures, and operational risks to identify root causes and implement corrective actions.
- Coach, mentor, and manage performance while supporting onboarding, training, succession planning, engagement, and retention.
- Lead process improvement, automation, digital transformation, and customer experience initiatives.
- Maintain governance, audit readiness, data privacy, information security, compliance, and stakeholder coordination.
Requirements
- Bachelor’s degree preferred.
- 5–7 years of relevant customer service, operations, or contact center experience, including 2–3 years managing customer service teams.
- Experience with customer service operations, contact center management, workforce planning, service quality, and customer experience management.
- Strong analytical, problem-solving, communication, presentation, organizational, and stakeholder management skills.
- Experience with operational data, reporting tools, Microsoft Office Suite, AI-enabled productivity tools, automation, or digital platforms.
- Ability to work rotational shifts and staggered weekends as required.
Nice to have
- Experience in insurance, healthcare, financial services, or another regulated service environment.
- Experience leading projects, process enhancements, operational transformation, or customer experience initiatives.
Culture & Benefits
- Customer-first culture focused on professionalism, empathy, responsiveness, ownership, and service excellence.
- Emphasis on continuous learning, innovation, AI adoption, and professional development.
- Inclusive, collaborative, and high-performing environment with recognition and accountability.
- Opportunities to contribute to business transformation and strategic cross-functional programs.
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →