Customer Care Manager

Cigna; Abu Dhabi; In loco; AED 179.000 - 290.000; Tempo pieno

Descrizione del lavoro

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

Mansioni

• 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

Descrizione del lavoro

Job description

JOB PURPOSE

Lead the day-to-day delivery and continuous improvement of 24/7 Customer Care operations across two core service areas: Voice (inbound and other telephone-based services) and Non-Voice (email, chat, HealthHub, NAS Club and other digital service channels). Ensure reliable service, customer-centric outcomes, disciplined workforce management, strong team leadership, appropriate escalation handling and achievement of agreed business and people KPIs. Translate departmental strategy into measurable operational execution, controls and improvement plans.

Decision Rights & Accountability

Accountable for day-to-day customer care operations, leadership of supervisors and assistant managers, service recovery, reporting accuracy, team development and the timely delivery of improvement initiatives. Exercise sound judgment, take ownership of outcomes and maintain effective coordination with relevant stakeholders.

Role Expectations

The role requires visible operational leadership, proactive identification of issues, disciplined follow-through, measurable results and constructive engagement with staff and stakeholders. Priorities and targets may be updated by departmental leadership as business needs evolve.

RESPONSIBILITIES AND DUTIES

1. Voice & Non-Voice Operational Leadership & Service Delivery

• 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