Customer Service Supervisor - Cigna Healthcare

Position

Customer Service Supervisor

Reporting To

Operations Manager

Job Purpose

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.

Key Roles & Responsibilities

1. Customer Service Operations, Service Excellence & Governance

• 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.

2. Performance Management, Analytics & Insights

• 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.

3. People Leadership, Talent & Capability Development

• 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.

4. Continuous Improvement

• 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.

Requirements & Experience

• Bachelor's 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

Core Leadership Competencies

• 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

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.