Customer Service Supervisor - Drive Excellence & Team Growth

Cigna; Kuala Lumpur; On-site; MYR 38,000 - 57,000; Full time

Job summary

Cigna leads a Customer Service team in Nairobi, Kenya, delivering high‑quality service and driving KPI performance. This supervisory role reports to a Senior Supervisor and focuses on operational excellence and customer satisfaction across client programs.

The successful candidate will coach staff, manage performance reviews, and collaborate with HR on recruitment and training to sustain a high‑performance, customer‑centric culture.

Qualifications

• Minimum 2 years' experience in a supervisory or leadership role within a contact centre or back‑office setting.
• Strong coaching, communication, and people‑management skills.
• Ability to work effectively with international teams across locations.

Responsibilities

• Manage daily operations including workload planning, staffing, and productivity.
• Ensure delivery against KPIs such as productivity, quality, and customer satisfaction.
• Coach, develop, and evaluate team members through regular 1:1s and performance reviews.
• Build strong internal and external stakeholder relationships and represent the organization in client interactions.

Skills

KPI achievement

Coaching

Communication

People management

MS Office

Tools

MS Office

Job description

Cigna leads a Customer Service team in Nairobi, Kenya, delivering high‑quality service and driving KPI performance. This supervisory role reports to a Senior Supervisor and focuses on operational excellence and customer satisfaction across client programs.

The successful candidate will coach staff, manage performance reviews, and collaborate with HR on recruitment and training to sustain a high‑performance, customer‑centric culture.