Customer Service Supervisor Cigna Healthcare

Customer Service Supervisor

Operations Manager

The Customer Service Supervisor is responsible for leading end-to-end customer service operations to ensure timely accurate and high-quality service delivery across all customer touchpoints. The role is accountable for building and sustaining a world-class customer service team that consistently delivers exceptional customer experiences operational excellence and strong business outcomes.

The incumbent will drive customer-centricity employee engagement talent development and data-driven decision-making while leveraging technology and AI-enabled solutions to enhance service quality operational performance and continuous improvement. The role also ensures strong governance compliance and accountability across all aspects of service delivery.

• Lead and develop a world-class customer service team that consistently delivers exceptional customer experiences across all customer touchpoints.
• Foster a customer-first culture focused on professionalism empathy responsiveness ownership and service excellence.
• Oversee end-to-end customer service operations across all channels (e.g. calls emails chat and digital platforms) ensuring accuracy consistency and adherence to approved service standards and operating procedures.
• Ensure customer interactions are handled within agreed service levels by actively monitoring volumes queue performance turnaround times and case ageing.
• Drive service excellence by continuously reviewing customer journeys identifying pain points and implementing actions that improve customer outcomes and satisfaction.
• Establish and maintain high service quality standards through effective monitoring coaching and performance management.
• Proactively manage workforce allocation and workload balancing to optimize productivity and service delivery.
• Act as an escalation point for complex sensitive or high-impact customer issues providing leadership guidance and effective service recovery where required.
• Ensure compliance with internal governance requirements audit standards data privacy regulations and information security policies.
• Identify manage and escalate operational service compliance and conduct risks appropriately to ensure service continuity and regulatory adherence.
• Build strong partnerships with internal and external stakeholders to ensure seamless resolution of customer issues and delivery of positive customer outcomes.

• Monitor individual and team KPIs including productivity service level attainment Average Speed of Answer (ASA) quality scores adherence customer satisfaction and Net Promoter Score (NPS).
• Utilize operational data dashboards and reporting tools to monitor trends and drive evidence-based decision-making.
• Demonstrate strong analytical and critical-thinking capabilities to identify root causes of service issues and implement corrective and preventive actions.
• Proactively analyze customer feedback repeat contacts complaints service failures and operational risks to improve customer outcomes.
• Drive a data-driven culture within the team through performance visibility accountability and continuous measurement of results.
• Leverage AI-enabled tools and digital technologies to enhance productivity operational efficiency and customer experience.
• Develop actionable insights and recommendations to support business priorities and service improvement initiatives.
• Participate in audits root cause reviews and remediation activities while ensuring timely completion of agreed action plans.

• Provide day-to-day leadership coaching mentoring and performance management to team members.
• Conduct regular team meetings and one-on-one sessions to review performance provide feedback and align teams with business priorities.
• Lead talent development initiatives through structured coaching succession planning and career development discussions.
• Identify and develop high-potential employees while creating opportunities for capability growth and advancement.
• Support onboarding training and upskilling of new and existing employees to ensure readiness for current and future business needs.
• Promote a culture of continuous learning innovation AI adoption and professional development.
• Identify skill gaps and recurring service or quality issues and partner with Quality Training and Operational Excellence teams to implement targeted development plans.
• Drive employee engagement recognition accountability and retention initiatives.
• Foster a positive inclusive and high-performing team culture aligned with company values and customer-centric behaviors.

• Lead and support operational improvement initiatives focused on enhancing service quality customer experience productivity and efficiency.
• Participate in cross-functional projects business transformation initiatives and strategic programs that support organizational objectives.
• Identify opportunities for process simplification automation and digital transformation.
• Support implementation of new technologies operating models and customer service enhancements.
• Ensure consistent understanding and application of service standards customer handling principles and operational procedures across the team.
• Lead leadership-assigned initiatives and projects ensuring progress is tracked risks are managed and business outcomes are achieved.
• Demonstrate ownership accountability and professionalism in delivering business results and customer outcomes.

• Bachelors Degree preferred.
• 5-7 years of relevant customer service operations or contact center experience.
• Minimum 2-3 years of leadership or supervisory experience managing customer service teams.
• Experience within the insurance healthcare financial services or other regulated service environments preferred.
• Strong understanding of customer service operations contact center management workforce planning service quality and customer experience management.
• Demonstrated analytical skills with the ability to interpret operational data identify trends and translate insights into actionable business improvements.
• Proven experience driving operational performance through data-driven decision-making.
• Exposure to AI-enabled productivity tools customer service technologies automation solutions or digital platforms.
• Experience leading projects process enhancements operational transformation or customer experience initiatives.
• Proven ability to develop talent manage performance coach employees and support succession planning initiatives.
• Strong stakeholder management and influencing skills across multiple functions and levels.
• Excellent communication presentation organizational and time-management skills.
• Strong problem-solving capabilities with the ability to make sound decisions in a fast-paced environment.
• Proficiency in Microsoft Office Suite and operational reporting tools.
• Ability to work effectively within a high-volume customer-focused environment.
• Flexible to work rotational shifts and staggered weekends as required

• Customer Obsession & Service Excellence
• Operational Excellence
• People Leadership & Coaching
• Talent Development & Succession Planning
• Performance & Results Orientation
• Data-Driven Decision Making
• Strategic & Analytical Thinking
• AI & Digital Fluency
• Stakeholder Management & Collaboration
• Decision Making & Problem Solving
• Change Management & Execution
• Emotional Intelligence & Professional Judgment