..As a supervisor you will manage a team of Customer Service Representatives in Madrid. Your team's job is to advocate for our customers in relation with their health insurance.You'll integrate a team of colleagues located all over the world : Spain, Belgium, Kenya and Malaysia. You will be the link and voice between senior management and you team.Your role includes :- Motivating individuals and team to achieve agreed work output targets (productivity,quality and customer satisfaction).- Coordination of daily goals and planning for your team in line with the other supervisors and adjust plans where needed in view of achieving KPIs of the department- Ensuring strong employee engagement within the team,including day to day involvement,motivation, conflict management, training, wellbeing and performance by providing coaching and skill development in collaboration with the Communication Management Team.- You strive to provide excellent service to our members and client.- You do active supervision - track and follow up on the performance of your team, also by reviewing their written communications.- You ensure appropriate performance management actions are taken within the team.- You have quarterly check-in conversations with all team members.- You are proactive in identifying enhancements and new ways of working and promote this culture of continuous improvement in the team.You drive the improvement actions, follow up on them until they are implemented and you measure their effectiveness afterwards in alignment with the broader Communication Strategy and in coordination with the Management Team.- Taking ownership of any escalated cases and provide updates to your manager on the related issues.- Proactively address and / or escalate any risks to your senior manager.- Developing / maintaining proactive / effective business relationships and encourage all team members to do likewise.- You may take over the relations with a clients accounts, if necessary.- Being able to represent the Organization during client visits, absences of senior management, stakeholder meetings, or act as a relationship manager towards some of our strategic partners.YOUR PROFILE- Minimum of two years experience as a people manager of an operational back office and / or contact center team (or / and minimum two years experience at Cigna).- Fluency in English is essential. Spanish and any other language is a plus.- Strong communication and presentation skills, and knowledge of Window tools, e.G. Excel, PowerPoint, Windows.- Experience with a CRM e.G. Salesforce, or any pacification tool.- Experience in coaching individuals with an excellent interpersonal skill set : you have strong empathy and listening skills.- Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solution among the team members #J-18808-Ljbffr
