AI-Driven Customer Service Leader

cigna; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

The Cigna Group is seeking a Customer Service Supervisor in Kuala Lumpur to lead end-to-end service delivery across channels. You will drive operations excellence, coach a high-performing team, and ensure governance and security while leveraging AI-enabled solutions to enhance quality and efficiency.

Applicants should have a Bachelor’s degree, 5-7 years in customer service or related fields, and 2-3 years in leadership, with strong analytical and stakeholder-management skills to support

Qualifications

• Bachelor's degree preferred.
• 5-7 years in customer service, operations, or contact centre.
• Minimum 2-3 years of leadership or supervisory experience.
• Experience in regulated service environments preferred.
• Strong analytical skills and data-driven decision-making.

Responsibilities

• Lead end-to-end customer service operations across channels.
• Monitor KPIs and drive improvements using data.
• Coach and develop team; manage performance.
• Ensure governance, compliance, and information security.
• Collaborate with stakeholders to deliver customer outcomes.

Skills

Leadership

Customer Service

Data analytics

AI adoption

Stakeholder management

Education

Bachelor's degree

Tools

MS Office

Job description

The Cigna Group is seeking a Customer Service Supervisor in Kuala Lumpur to lead end-to-end service delivery across channels. You will drive operations excellence, coach a high-performing team, and ensure governance and security while leveraging AI-enabled solutions to enhance quality and efficiency.

Applicants should have a Bachelor’s degree, 5-7 years in customer service or related fields, and 2-3 years in leadership, with strong analytical and stakeholder-management skills to support