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 Madrid, reporting to a Senior Supervisor responsible for different sites.

Schedule: Monday to Friday 12.15 - 20.03

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
- Minimum 2 years in the current role
- Excellent coaching, communicati

📌 Customer Service Supervisor (Pozuelo de Alarcón)
🏢 The Cigna Group
📍 Pozuelo de Alarcón