GIH Customer Service Supervisor - Cigna Healthcare

GIH CS Supervisor Role

Job Title: Customer Service Supervisor

Location: CHSI Bengaluru Office (100% Office-Based)

Job Type: Full-time

Career Opportunity: Supervisor at Cigna International Cigna International, a premier global provider of international health insurance, invites applications from dynamic and motivated individuals to join our expanding team. With a rich history spanning over two centuries, Cigna is at the forefront of innovation and progress in the insurance industry.

As a CS Supervisor, you will play a pivotal role in leading and managing a team of approximately 12-15 Customer Service Representatives, driving excellence in customer experience and operational performance.

Responsibilities

• Managing, leading, and mentoring a team of Customer Service Representatives to deliver exceptional service and meet operational KPIs.
• Attending escalations calls and meetings.
• Proactively identifying opportunities for process improvement and innovation.
• Ensuring productivity, quality, and customer satisfaction targets are consistently met.
• Providing coaching, mentoring, and support to team members for skill development and performance enhancement.
• Maintaining strong employee engagement through day-to-day involvement, motivation, conflict resolution, and training.
• Implementing new initiatives and measuring their impact in coordination with the Management Team.
• Serving as a single point of contact (SPOC) for specific clients/accounts, if required, representing the organization during client visits, stakeholder meetings, and strategic partner interactions.

Requirements

• Minimum of 2 years of experience in relevant leadership experience in international voice and similar functions/companies.
• Strong performance track record in leadership roles.
• International mindset with the ability to collaborate effectively across locations.
• Experience in coaching, managing, and motivating individuals.
• Proficiency in conflict management and complaint resolution.
• Excellent communication and presentation skills, along with proficiency in Microsoft Office tools.
• A growth mindset with a positive attitude towards change and innovation.
• Strong interpersonal skills, empathy, and ability to foster collaboration.
• Action-oriented problem-solving attitude with excellent organizational and prioritization skills.
• Results-oriented mindset with a focus on achieving personal and team goals.

Key Competencies

• Change management champion.
• Metrics and performance driven.
• Organizational acumen.
• Ability to drive people engagement and loyalty.
• Proficiency in building effective teams.
• Tech-savvy with a global perspective.
• Data-driven decision-making capabilities.