Remote Customer Service Supervisor: Lead & Elevate KPIs

Cigna Healthcare; Madrid; Hybrid; EUR 38,000 - 52,000; Full time

Benefits offered by this job

Competitive salary and extra-legal ben

Multicultural and hybrid working env,

Employee Wellbeing Benefits, including

Training, coaching and support for你的

Private Medical Insurance

Educational Development Program

Job summary

Cigna Healthcare, a division of The Cigna Group, is looking for a Customer Service Supervisor in Madrid to lead a team of Customer Service Representatives, ensuring global and client KPI delivery while maintaining high-quality service.

You will coach staff, manage escalations, and coordinate with internal and external stakeholders, with a hybrid work model and a strong focus on continuous improvement and customer satisfaction.

Qualifications

• Two years of Team Supervisor or Team Manager experience in contact centre or back-office teams.
• Proven track record of meeting KPIs and driving performance improvements.
• Experience coaching, 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).

Responsibilities

• Manage daily operations by reviewing inventory levels, call volumes, resource allocation, and scheduling.
• Lead the team to achieve productivity, quality, and customer satisfaction targets.
• Coach team members through regular 1:1s, check-ins, and wellbeing support.
• Identify improvements to customer service and processes aligned with strategy.
• Manage escalations and operational risks, escalating when needed.
• Build relationships with internal and external stakeholders to ensure seamless service.

Skills

Team supervision

KPI management

Data analysis

Microsoft Office

Capacity planning

Customer service excellence

Coaching & development

Complaint management

Remote work capability

Tools

Microsoft Word

Outlook

Excel

PowerPoint

Job description

Cigna Healthcare, a division of The Cigna Group, is looking for a Customer Service Supervisor in Madrid to lead a team of Customer Service Representatives, ensuring global and client KPI delivery while maintaining high-quality service.

You will coach staff, manage escalations, and coordinate with internal and external stakeholders, with a hybrid work model and a strong focus on continuous improvement and customer satisfaction.