24/7 Customer Care Leader – Voice & Non-Voice

Cigna; Abu Dhabi; On-site; AED 179,000 - 290,000; Full time

Job summary

Cigna is seeking an experienced operations leader to drive 24/7 Customer Care across Voice and Non-Voice channels (email, chat, HealthHub, NAS Club). You will translate departmental strategy into measurable execution, lead supervisors and managers, and ensure reliable service, customer-centric outcomes, disciplined workforce management and timely improvements.

You will monitor queues, backlogs and escalations, allocate resources across shifts, and deliver delivery of improvements with

Responsibilities

• Ensure distinct operational oversight of Voice (call handling, availability, service levels and call quality) and Non-Voice (email, chat, HealthHub, NAS Club, turnaround times, request ownership and backlog control).
• Own daily operations across Voice and Non-Voice teams, including member, provider, broker and regional services; allocate resources, manage priorities and ensure consistent service across shifts and channels.
• Monitor queue health, demand, response times, backlogs, escalations and service disruptions throughout the day; intervene early and document recovery actions.
• Ensure clear ownership, timely resolution and appropriate escalation of complex

Job description

Cigna is seeking an experienced operations leader to drive 24/7 Customer Care across Voice and Non-Voice channels (email, chat, HealthHub, NAS Club). You will translate departmental strategy into measurable execution, lead supervisors and managers, and ensure reliable service, customer-centric outcomes, disciplined workforce management and timely improvements.

You will monitor queues, backlogs and escalations, allocate resources across shifts, and deliver delivery of improvements with