Customer Service Contact Center Supervisor

IOH Contact Center Supervisor – RBA Cluster

As a Customer Service Supervisor, you will lead a team of Customer Service Representatives to deliver exceptional, customer-centric service. You will drive operational excellence, proactively manage global and client KPI commitments, and foster a culture of collaboration, innovation, and continuous improvement.

Key Responsibilities

• Plan and manage workload (emails and calls) to optimize staffing levels and shift patterns, ensuring daily KPI achievement and proactively identifying risks with mitigation proposals.
• Oversee team productivity, quality, and customer satisfaction, acting as a role model for a high-performance culture.
• Motivate and develop your team, creating a positive, inclusive environment focused on growth and engagement while minimizing attrition.
• Maintain clear communication through regular team and one-to-one meetings, providing constructive feedback and coaching opportunities.
• Take ownership of escalations and complex customer queries, keeping senior stakeholders informed and proposing effective solutions.
• Champion change with a positive, can‑do attitude, recommending and implementing efficiency improvements.
• Build strong internal and external relationships to ensure seamless service delivery.

Your Profile

• At least two years’ experience managing operational back-office or contact center teams (or two years at Cigna for internal candidates).
• Proven track record of achieving KPIs and elevating service standards.
• Strong leadership skills with the ability to inspire collaboration and innovation.
• International mindset and ability to work effectively across locations.
• Passion for delivering outstanding service to members, clients, and providers.
• Experience in coaching, talent development, and complaint management.
• Excellent communication, empathy, and problem-solving skills.
• Strong organization, planning, and prioritization abilities, with resilience under pressure.
• Proficiency in MS Office tools (Word, Outlook, Excel, PowerPoint).
• Languages: High level of English and Spanish required.

What We Offer

• A dynamic, international environment with opportunities for professional growth.
• Competitive compensation and a comprehensive benefits package.
• Hybrid work model and flexible scheduling.
• A culture that values innovation, collaboration, and customer centricity.

Join us to lead a team that makes a real impact—delivering exceptional service and driving customer satisfaction every day.