Nairobi: Customer Service Lead & Ops Coach

CIGNA Worldwide General Insurance Company Limited; Kuala Lumpur; On-site; MYR 28,000 - 41,000; Full time

Job summary

Cigna Healthcare in Nairobi, Kenya seeks an experienced Customer Service Supervisor to lead a multi-site team, drive operational excellence, and manage performance against global and client KPIs. You will coach staff, plan capacity, collaborate with HR, and represent the organization in client interactions, audits, and change initiatives, fostering a high-performance, customer-centric culture.

The role requires strong communication, problem solving, and a data-driven mindset, with experience in

Qualifications

• Minimum 2 years’ experience in a supervisory or leadership role within a contact centre or back-office setting.
• Strong track record of achieving KPIs in a customer service or operations environment.
• Excellent coaching, communication, and people-management skills.
• Proficiency in MS Office tools (Excel, Outlook, Word, PowerPoint).

Responsibilities

• Operational Management: manage daily operations, staffing, and planning to meet productivity and customer satisfaction KPIs.
• People Leadership: coach, develop, and motivate team members; drive engagement and continuous development.
• Stakeholder & Strategic Contribution: build relationships; represent the organization in client interactions and audits.

Skills

Leadership experience

KPIs management

Coaching & people management

MS Office

Cross-functional collaboration

Job description

Cigna Healthcare in Nairobi, Kenya seeks an experienced Customer Service Supervisor to lead a multi-site team, drive operational excellence, and manage performance against global and client KPIs. You will coach staff, plan capacity, collaborate with HR, and represent the organization in client interactions, audits, and change initiatives, fostering a high-performance, customer-centric culture.

The role requires strong communication, problem solving, and a data-driven mindset, with experience in