YOUR JOB
As a senior supervisor, you're stepping into a management role where you'd be responsible for Communications and Contact Center teams in different sites, supported by supervisors.
Key to the role is proactive management of global and client KPI commitments and maximizing team performance through developing and coaching the team to deliver a high-quality and customer-centric service offering.
You'll contribute to our overall operations strategy, identifying opportunities to enhance the service proposition and improve the efficiencies and productivity of your teams.
You'll report to the Head of Coms & LPS IOH.
Your role includes but is not limited to: Contributing to achieve departmental and company-wide goals, KPI's and business plans.Being a role model for a high-performance culture and proactively managing performance in the team by taking appropriate actions.Ensuring strong employee engagement within the team, including motivation, conflict management, training, well-being, and performance by providing coaching and skill development in collaboration with the Customer Service Management Team.Embracing and promoting change with a positive can-do attitude.Being proactive in identifying improvement/enhancement opportunities based on data insights and actively seeking and sharing ideas for innovation in business processes.Being responsible for complete and correct capacity planning, keeping an oversight of required staff levels, and proactively addressing and escalating any risks.Having quarterly check-in conversations and regular 121's with all direct reports.Promoting a culture of continuous improvement and being fully responsible for the implementation of new ways of working and the measurement of the results in alignment with the broader Customer Service Strategy and in coordination with the management team.Using independent judgment and discretion to review and resolve complex issues.Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.
Actively encouraging all team members to do likewise.Representing the organization during client visits, absences, stakeholder meetings, or acting as a relationship person towards some of our strategic partners.Regular travel will be required to visit your teams in different sites.YOUR PROFILE
Strong performance track record of achieving KPIs.
An international mind-set, with a holistic approach.
Able to work remotely with peers across locations.
Striving for excellent service to our members, clients, and providers is part of your DNA.
At least 2 years of experience as a Team Supervisor/ Team Manager in contact center or back office teams or relevant leadership experiences in other functions/companies.
Experience in and passion for coaching, managing, developing, and motivating individuals and the team.
Strong presentation skills, and knowledge of Windows Office tools like Word, Outlook, Excel, PowerPoint etc.
Strong data analysis skills.
A growth mind-set with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
Excellent interpersonal skills: strong empathy and listening skills, strong articulation and communications skills.
Competency to build a team and create an atmosphere of positive collaboration, innovation, and creative solutions among the team members.
Action-oriented problem-solving attitude.
Excellent organization, planning, and prioritization skills.
Able to seek out best practices in order to effectively deal with diverse, complex, and highly sensitive issues.
Results-oriented - ability to cascade and explain goals, establish plans and manage work to achieve desired outcomes.
Create meaningful business-related metrics and track progress/results.
Accountability - assume ownership for achieving personal results and collective team goals.
High resilience to work under pressure.
About Cigna
Cigna Corporation exists to improve lives.
We are a global health service company dedicated to improving the health, well-being, and peace of mind of those we serve.
Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions.
Through our unmatched expertise, bold action, fresh ideas, and an unwavering commitment to patient-centered care, we are a force of health services innovation.
When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives.
What difference will you make?
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status, or any other.
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