Remote Global Customer Service Team Lead

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

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.