YOUR JOB
As a supervisor, you will support the team manager in managing a team of Customer Service Representatives in Kenya. Key to the role will be developing and coaching the team to deliver a high quality customer centric service offering. Your role includes:
- Accountable to review and assess inventory levels co-ordinating daily goals and planning and adjust where needed in view of achieving KPIs.
- You are accountable to ensure that productivity, quality and customer satisfaction, are managed within own team and motivation of the individuals and team to achieve the operational KPI’s.
- Being proactive in identifying improvement/enhancement opportunities and be an active owner of seeking and sharing ideas for innovation in business processes.
- Striving to provide excellent service to our members and clients.
- Ensure strong employee engagement within the team, including day to day involvement, motivation, conflict management, training, well-being and performance by providing coaching and skill development in collaboration with the Communication Management Team.
- Ensure appropriate performance management actions are taken.
- Having quarterly check-in conversations with all team members.
- Promote a culture of continuous improvement and be fully accountable for the implementation of new ways of working and the measurement of the results in alignment with the broader.
- Communication Strategy and in coordination with the Management Team.
- Taking ownership of any escalated cases and provide updates to the Team manager on any issues.
- Proactively address and/or escalate any risks to the team Manager.
- Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Actively encourage all team members to do likewise.
- Option to take over SPOC role for particular clients/accounts if required.
- Being able to represent the Organisation during client visits, absences, stakeholder meetings, or act as a relationship manager towards some of our strategic partners.
YOUR PROFILE
- Strong performance track record.
- International mind-set, with holistic view and able to work remotely with peers across locations.
- 3 years of Cigna experience, or 2 years relevant leadership experience in other functions/companies
- Experience and/or interest in coaching, managing, developing and motivating individuals
- Experience and/or interest in conflict management.
- Experience in complaint management – with a proven track record in improving customer service standards.
- Strong communication and presentation skills, and knowledge of Window tools, e.g. Excel, Powerpoint, Windows.
- 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, passionate.
- Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members.
- Action-orientated problem-solving attitude.
- Excellent organisation, planning and prioritisation skills.
- Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues.
- Results orientated – ability to cascade and translate 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
APPLY USING THE LINK BELOW:
Customer Service Supervisor at Cigna
