Escalation Support Team Leader

About Cigna Healthcare Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry. Our mission is to improve the health, well-being, and peace of mind of those we serve. You’ll join a globally recognized organization where trust, clear communication, and a positive culture shape how we work. Our leaders are consistent, approachable, and supportive, helping you maintain balance while doing meaningful work. We look for people who thrive in collaborative environments, care about meaningful change, and want to grow in a company that puts people first. At Cigna Healthcare, your work contributes to better care experiences and supports customers through important moments in their lives.

As a Escalation Support Team Leader in Greenock, you’ll lead a team of approximately 12 Customer Service Representatives, helping them deliver strong customer outcomes and meet operational performance goals. You’ll work in a fast-paced, evolving environment where priorities may change, customer needs can be time-sensitive, and follow-through is important. You’ll support your team through coaching, engagement, performance management, and day-to-day leadership. What You’ll Do Lead, coach, and support a team of Customer Service Representatives to deliver consistent service, quality, productivity, and customer satisfaction outcomes. Help your team meet operational KPIs by using performance insights, clear communication, and practical coaching. Manage escalations, calls, and meetings with professionalism, helping to resolve issues and improve the customer experience. Identify opportunities to improve processes, support innovation, and work with the management team to implement and measure new initiatives. Build strong employee engagement through regular support, motivation, conflict resolution, training, and involvement in daily team activity. Act as a single point of contact for specific clients or accounts when required, supporting client visits, stakeholder meetings, and partner discussions. Manage competing priorities across two rotational shifts, including a working window between 01:00pm and 04:30am IST and virtual weekend support. What You’ll Bring At least 2 years of relevant leadership experience in international voice or similar customer service functions or companies. Experience coaching, managing, motivating, and developing individuals. A strong performance track record in a leadership role. Experience handling conflict, complaints, and escalated customer situations. An international mindset, with the ability to collaborate effectively across locations. Strong communication, presentation, organization, and prioritization skills.

Soft Skills Clear and confident communication Empathy and strong interpersonal skills Adaptability in a changing environment Practical problem-solving and sound judgement Ability to support engagement, collaboration, and team development Persistence in seeing work through to completion Technical / Functional Skills Customer service leadership Performance and KPI management Coaching and mentoring Complaint and escalation management Process improvement Microsoft Office proficiency Data-informed decision-making Nice to Have Healthcare experience Experience supporting international customer service teams Experience acting as a client or account point of contact Experience supporting change management or new initiatives Why Join Us Competitive salary and the opportunity to contribute to meaningful work in international healthcare. A multicultural and hybrid working environment where collaboration and clear communication are valued. Private Medical Insurance and Employee Wellbeing Benefits to support your health and