Customer Service Supervisor: Lead World‑Class Support

Cigna Healthcare; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Cigna Healthcare in Kuala Lumpur seeks a Customer Service Supervisor to lead end-to-end service operations across calls, emails, chat, and digital channels, ensuring timely, accurate, and high-quality outcomes.

You will build and coach a world-class team, monitor KPIs such as SLA, ASA, quality scores, and NPS, and drive continuous improvement through data-driven decisions, governance, and collaboration with stakeholders.

Qualifications

• Bachelor's Degree preferred.
• 5–7 years of relevant customer service, operations, or contact centre experience.
• Minimum 2–3 years of leadership or supervisory experience managing customer service teams.
• Experience within the insurance, healthcare, financial services, or other regulated service environments preferred.
• Strong understanding of customer service operations, contact centre management, workforce planning, service quality, and customer experience management.
• Demonstrated analytical skills with the ability to interpret operational data, identify trends, and translate insights into actionable business improvements.

Responsibilities

• Lead end-to-end customer service operations across all channels.
• Lead and develop a world-class customer service team that delivers exceptional customer experiences.
• Foster a customer-first culture focused on professionalism, empathy, responsiveness, ownership, and service excellence.
• Oversee operations across all channels, ensuring accuracy, consistency and adherence to standards.
• Monitor volumes, queue performance, turnaround times and case ageing to meet service levels.
• Drive service excellence by reviewing customer journeys and implementing improvements.
• Establish and maintain high service quality through coaching and performance management.
• Manage workforce allocation to optimize productivity and service delivery.
• Act as escalation point for complex issues and provide effective service recovery.
• Ensure governance, data privacy regulations and information security policies are followed.
• Identify and manage operational, service, compliance, and conduct risks.
• Build partnerships with stakeholders to resolve issues and deliver positive outcomes.
• Monitor KPIs, including productivity, service levels, ASA, quality scores, adherence, NPS; use dashboards for decisions.
• Demonstrate analytical thinking to identify root causes and implement preventive actions.
• Promote data-driven culture with performance visibility and accountability.
• Leverage AI-enabled tools to enhance productivity and customer experience.
• Participate in audits and remediation activities; ensure timely action plans.
• Support onboarding, training and upskilling to meet future business needs.
• Lead talent development, succession planning, and career development discussions.

Skills

Leadership

Customer service management

Analytical skills

Stakeholder management

Communication

Time management

Problem solving

AI & digital fluency

Education

Bachelor's Degree

Tools

Microsoft Office Suite

Operational reporting tools

AI-enabled productivity tools

Job description

Cigna Healthcare in Kuala Lumpur seeks a Customer Service Supervisor to lead end-to-end service operations across calls, emails, chat, and digital channels, ensuring timely, accurate, and high-quality outcomes.

You will build and coach a world-class team, monitor KPIs such as SLA, ASA, quality scores, and NPS, and drive continuous improvement through data-driven decisions, governance, and collaboration with stakeholders.