Customer Service Supervisor - Europe - Cigna Healthcare (Healthcare)

Location: Madrid, Spain; hybrid workplace with home-working opportunities

Company

hirify.global is a global health service company operating in more than 30 countries and serving customers and patients worldwide.

What you will do

• Manage daily customer service operations, including inventory, call volumes, resource allocation, capacity and absences.
• Lead Customer Service Representatives to achieve productivity, quality and customer satisfaction KPIs.
• Coach and develop employees through 1:1s, check-ins, training, conflict management and wellbeing support.
• Identify and implement customer service and business process improvements, tracking measurable results.
• Own escalations and operational risks, escalating issues to the Senior Supervisor when appropriate.
• Build relationships with internal and external stakeholders, represent the organization in client interactions, and complete internal audits.

Requirements

• At least two years of Team Supervisor or Team Manager experience in contact centre, back-office or another relevant function.
• Proven record of achieving KPIs and creating business-related metrics and improvement plans.
• Experience coaching, managing, developing and motivating individuals and teams.
• Experience managing complaints and improving customer service standards.
• Strong data analysis, presentation and Microsoft Office skills, including Word, Outlook, Excel and PowerPoint.
• Ability to work remotely with peers across locations and manage diverse, complex and sensitive issues.

Culture & Benefits

• Multicultural hybrid working environment with flexible hours and home-working opportunities.
• Training, coaching and support for professional development.
• Private Medical Insurance and Employee Wellbeing Benefits, including Happy You initiatives.
• Educational Development Program and extra-legal benefits.