Job Description

Job Posting: Customer Service Supervisor

Are you ready to take the next step in your leadership career?

We value our talented employees and, whenever possible, strive to support internal career growth before recruiting externally. If you believe this opportunity aligns with your skills and aspirations, we encourage you to apply.

Our people make all the difference in our success.

About the Role

As a Customer Service Supervisor, you will lead a team of Customer Service Representatives based in Nairobi, Kenya, reporting to a Senior Supervisor responsible for different sites.

The successful candidate will play a key role in driving operational excellence, managing performance against global and client KPIs, and fostering a high‑performance, customer‑centric culture.

Key Responsibilities

Operational Management

• Manage daily operations including inventory levels, call inflow, work planning, and staffing optimization
• Ensure delivery against productivity, quality, TAT, FTR, and customer satisfaction KPIs
• Proactively identify operational risks and improvement opportunities
• Act as an escalation point for service‑related issues and customer complaints

People Leadership

• Coach, develop, and motivate team members through regular 1:1s and performance reviews
• Drive engagement, wellbeing, recognition, and continuous development within the team
• Support recruitment, onboarding, capacity planning, and training needs in collaboration with HR
• Promote a positive, inclusive, and performance‑driven team environment

Stakeholder & Strategic Contribution

• Build strong internal and external stakeholder relationships
• Represent the organization during client interactions, audits, and meetings
• Support change initiatives and contribute to strategic action plans
• Collaborate cross‑functionally to achieve shared operational goals

Skills & Experience

Required

• Strong track record of achieving KPIs in a customer service or operations environment
• Minimum 2 years’ experience in a supervisory or leadership role within a contact center or back‑office setting
• Excellent coaching, communication, and people‑management skills
• Strong analytical, organizational, and problem‑solving capabilities
• Proficiency in MS Office tools (Excel, Outlook, Word, PowerPoint)
• Ability to work effectively with international teams across locations

Preferred Attributes

• Customer‑centric mindset with high attention to quality and compliance
• Strong sense of ownership and accountability for team performance
• Sound judgment and confidence in making timely decisions, including handling escalations
• Resilient and results‑oriented, with the ability to manage competing priorities
• Data‑driven mindset with a focus on continuous improvement
• Growth mindset and positive attitude toward change

We encourage qualified candidates who are passionate about leadership, operational excellence, and customer experience to apply.

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.