IOH Customer Service Supervisor (KL) - Cigna Healthcare

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

Job Posting: Customer Service Supervisor

We value our talented employees and, whenever possible, strive to support internal career growth before recruiting externally.

Our people make all the difference in our success.

About the Role

As a Customer Service Supervisor , you will lead a team of Customer Service Representatives based in Nairobi, Kenya , reporting to a Senior Supervisor responsible for different sites.

The successful candidate will play a key role in driving operational excellence, managing performance against global and client KPIs, and fostering a high‑performance, customer‑centric culture.

Key Responsibilities

Operational Management

• Manage daily operations including inventory levels, call inflow, work planning, and staffing optimization
• Ensure delivery against productivity, quality, TAT, FTR, and customer satisfaction KPIs
• Proactively identify operational risks and improvement opportunities
• Act as an escalation point for service‑related issues and customer complaints

People Leadership

• Coach, develop, and motivate team members through regular 1:1s and performance reviews
• Drive engagement, wellbeing, recognition, and continuous development within the team
• Support recruitment, onboarding, capacity planning, and training needs in collaboration with HR
• Promote a positive, inclusive, and performance‑driven team environment

Stakeholder & Strategic Contribution

• Build strong internal and external stakeholder relationships
• Represent the organization during client interactions, audits, and meetings
• Support change initiatives and contribute to strategic action plans
• Collaborate cross‑functionally to achieve shared operational goals

Skills & Experience

Required

• Strong track record of achieving KPIs in a customer service or operations environment
• Minimum 2 years' experience in a supervisory or leadership role within a contact center or back‑office setting
• Excellent coaching, communication, and people‑management skills
• Strong analytical, organizational, and problem‑solving capabilities
• Proficiency in MS Office tools (Excel, Outlook, Word, PowerPoint)
• Ability to work effectively with international teams across locations

Preferred Attributes

• Customer‑centric mindset with high attention to quality and compliance
• Strong sense of ownership and accountability for team performance
• Sound judgment and confidence in making timely decisions, including handling escalations
• Resilient and results‑oriented, with the ability to manage competing priorities
• Data‑driven mindset with a focus on continuous improvement
• Growth mindset and positive attitude toward change

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.