Statements in this Job Description are intended to reflect, in general, the duties and responsibilities of the
position, but they are not to be interpreted as totally inclusive. Cigna is an equal opportunity employer.
Job Purpose
The Communications Supervisor is responsible for leading end‑to‑end customer communications operations to ensure timely, accurate, and high‑quality service delivery across all channels. The role focuses on driving operational performance, customer experience, people capability, and continuous improvement, while demonstrating strong leadership behaviours, governance discipline, and accountability in executing leadership priorities.
Key Roles & Responsibilities
1. Comms Operations & Governance
- Oversee end‑to‑end customer communications operations across all channels (e.g. calls, emails, digital), ensuring accuracy, consistency, and adherence to approved service standards, handling guidelines, and procedures.
- Ensure communications are handled within agreed SLAs by actively monitoring daily volumes, queue performance, and case ageing, redistributing work as required, and proactively addressing delivery risks.
- Act as an escalation point for complex, sensitive, or high‑impact customer interactions, providing guidance, decision support, and service recovery where required.
- Ensure compliance with internal governance requirements, including audit standards, data privacy, and information security policies.
- Identify, manage, and escalate operational, service, and conduct risks appropriately to ensure service continuity and regulatory compliance.
2. Performance Management & Insights
- Monitor individual and team KPIs, including productivity, SLA attainment, Average Speed of Answer (ASA), quality scores, adherence, and customer experience metrics (e.g. NPS).
- Proactively analyse communication trends, repeat contacts, service failures, and error drivers, translating insights into corrective and preventive actions.
- Use data, dashboards, and reporting to drive evidence‑based decision‑making, service quality improvement, and productivity gains.
- Participate in audits, root cause analysis, and remediation planning, ensuring timely follow‑up and closure of agreed action items.
3. People Leadership & Capability Building
- Provide day‑to‑day leadership, coaching, and guidance to communications staff to drive accountability, consistency, and high performance.
- Conduct regular team meetings and one‑to‑one sessions to review performance outcomes, address operational issues, and communicate changes or priorities.
- Support onboarding, training, and upskilling of new and existing team members to ensure capability alignment with service expectations.
- Identify capability gaps and recurring service or quality issues, partnering with training and quality teams to implement targeted corrective actions.
- Foster a positive, engaged, and accountable team culture aligned with company values and customer‑centric behaviours.
4. Continuous Improvement & Change
- Support and/or lead service improvement initiatives, including workflow optimisation, standardisation, automation, and quality enhancement opportunities.
- Ensure consistent understanding and application of service standards, communication guidelines, and customer handling principles across the team.
- Lead and implement leadership‑assigned actions and initiatives, tracking progress, managing risks, and ensuring timely execution.
- Contribute proactively to communications‑related initiatives, change programs, and innovation efforts.
- Take ownership of team outcomes and demonstrate professionalism, sound judgment, and accountability in all interactions.
Requirements & Experience
- Bachelor’s degree preferred.
- 5–7 years of relevant experience, with prior customer service or contact centre leadership experience.
- Insurance, healthcare, or regulated service environment experience preferred.
- Strong understanding of contact centre operations, service metrics, and performance management.
- Demonstrated ability to analyse data and translate insights into operational actions.
- Strong leadership, coaching, and stakeholder management skills.
- Excellent communication, organisation, and time‑management capabilities.
- Proficient in Microsoft Office and operational reporting tools.
- Ability to operate effectively in a high‑volume, fast‑paced environment.
- Flexible to work rotational shifts and staggered weekends, as required.
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.