Customer Service Supervisor - Europe - Cigna Healthcare

Cigna; Madrid; Hybrid; EUR 42,000 - 62,000; Full time

Benefits offered by this job

Private Medical Insurance

Educational Development Program

Hybrid working environment

Job summary

Cigna Healthcare seeks a Customer Service Supervisor to lead a team of Customer Service Representatives, delivering global and client KPI commitments while maintaining high-quality, customer-focused service. You will oversee operations, capacity planning, and continuous improvement.

You'll coach team members through regular 1:1s, manage escalations, and build strong relationships with internal and external stakeholders to ensure seamless service delivery across locations, including remote teams.

Qualifications

• At least two years of Team Supervisor or Team Manager experience within contact centre or back-office teams.
• Strong KPI performance track record with ability to set plans and metrics.
• Experience coaching, managing, developing and motivating individuals and teams.
• Experience in complaint management and improving customer service standards.
• Strong data analysis and MS Office skills (Word, Outlook, Excel, PowerPoint).
• Ability to work remotely with peers across locations and handle sensitive issues.

Responsibilities

• Manage daily operations by reviewing call volumes, staffing, capacity and absences to optimise performance.
• Lead the team to achieve productivity, quality and customer satisfaction measures.
• Coach team members through regular 1:1s, reviews and wellbeing support.
• Identify and implement improvements to processes aligned with the CS strategy.
• Own escalations and operational risks, escalating when needed.
• Build strong internal and external relationships to ensure seamless service delivery.
• Perform regular internal audits to drive continuous improvement.

Skills

Coaching

Empathy

Organization

Problem-solving

Collaboration

Working under pressure

Change management

Data analysis

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

Microsoft PowerPoint

Job description

About Cigna Healthcare

Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide.
Ranked 14th on the Fortune 500 in 2026, Cigna is recognized as one of the most trusted and influential names in the industry.
Our mission is to improve the health, well-being, and peace of mind of those we serve.
You'll join a globally recognized organization where trust, clear communication, and a positive culture shape how we work. Our leaders are consistent, approachable, and supportive, helping you maintain balance while doing meaningful work.
We look for people who thrive in collaborative environments, care about meaningful change, and want to grow in a company that puts people first. At Cigna Healthcare, your work contributes to better care experiences and supports customers through important moments in their lives.

About the Role

As a Customer Service Supervisor, you'll manage a team of Customer Service Representatives, with responsibility for delivering global and client KPI commitments. You'll develop and coach your team to improve performance while maintaining a high-quality, customer-focused service.
You'll also oversee operational performance, capacity planning, continuous improvement, escalations and relationships with internal and external stakeholders.

What You'll Do

• Manage daily operations by reviewing inventory levels, call volumes, resource allocation, capacity and absences to optimise staffing and operational results.


• Lead your team to achieve expected productivity, quality and customer satisfaction measures at both individual and team level.


• Develop team performance and engagement through regular 1:1s, quarterly check-ins, coaching, training, conflict management and wellbeing support, working with the Customer Service Management Team where appropriate.


• Identify and implement improvements to customer service and business processes, measuring results and aligning new ways of working with the broader Customer Service Strategy and Management Team.


• Take ownership of escalations and operational risks, addressing issues directly or escalating them to the Senior Supervisor where appropriate.


• Build effective internal and external business relationships to support seamless service delivery, including representing the organisation during client visits, stakeholder meetings and interactions with strategic partners.


• Complete regular internal audits for team members based on feedback and improvement needs.

What You'll Bring

• At least two years of Team Supervisor or Team Manager experience within contact centre and/or back-office teams, or relevant leadership experience in other functions or companies.


• A strong performance track record of achieving KPIs, with the ability to establish plans, create meaningful business-related metrics and track progress and results.


• Experience coaching, managing, developing and motivating individuals and teams.


• Experience in complaint management, with a proven track record of improving customer service standards.


• Strong data analysis, presentation and Microsoft Office skills, including Word, Outlook, Excel and PowerPoint.


• The ability to work remotely with peers across locations and manage diverse, complex and highly sensitive issues.

Skills

Soft Skills

• Coaching, team development and motivation


• Empathy, listening and clear communication


• Organisation, planning and prioritisation


• Problem-solving and accountability


• Collaboration and relationship building


• Ability to work under pressure and support change initiatives

Technical / Functional Skills

• KPI and team performance management


• Capacity and resource planning


• Complaint management


• Data analysis and business-related metrics


• Internal auditing


• Microsoft Word, Outlook, Excel and PowerPoint


• Operational risk and escalation management


• Continuous improvement and implementation of new ways of working


• Confidential information handling

Why Join Us

• Competitive salary and extra-legal benefits.


• Multicultural and hybrid working environment, including flexible hours and home-working opportunities.


• Employee Wellbeing Benefits, including the stated \"Happy You\" health and wellbeing initiatives.


• Training, coaching and support for your development.


• Private Medical Insurance


• Educational Development Program

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, v