Customer Care Manager

NAS Neuron Health Services LLC

Dubai

In loco

AED 400.000 - 700.000

Tempo pieno

3 giorni fa

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Descrizione del lavoro

NAS Neuron Health Services LLC, part of The Cigna Group, is seeking an experienced operations leader to oversee 24/7 voice and non-voice customer care. The role targets organizing, coaching and performance management across shifts to ensure service quality.

Responsibilities include KPI governance (NPS, CSAT, FCR), staffing, scheduling, adherence, and incident coordination with IT and vendors. UAE healthcare/insurance exposure is preferred.

Competenze

Bachelor's degree in Business Administration, Management or related field.
Minimum 7 years in customer care or contact center operations, including 3-5 years supervisory
Experience managing large-scale 24/7 voice and non-voice operations
Strong knowledge of WFM, real-time monitoring, telephony and CRM platforms

Mansioni

Oversee day-to-day Voice and Non-Voice customer care operations across 24/7 shifts
Own KPI performance including NPS, CSAT, FCR, service level, abandonment and AHT
Direct workforce management, scheduling, adherence and overtime coverage with WFM/MIS
Lead supervisors and assistant managers through coaching and monthly performance reviews
Coordinate incident management and reporting with IT, MIS and vendors

Formazione

Bachelor's degree in Business Administration, Management or related field, or equivalent experience

Strumenti

WFM

Real-time monitoring

Telephony

CRM platforms

Descrizione del lavoro

Responsibilities

Oversee day-to-day Voice and Non-Voice customer care operations across 24/7 shifts
Own KPI performance including NPS, CSAT, FCR, service level, abandonment and AHT
Direct workforce management, scheduling, adherence and overtime coverage with WFM/MIS
Lead supervisors and assistant managers through coaching and monthly performance reviews
Coordinate incident management and reporting with IT, MIS and vendors

Requirements

Bachelor's degree in Business Administration, Management or related field, or equivalent experience
Minimum 7 years in customer care or contact center operations, including 3-5 years supervisory
Experience managing large-scale 24/7 voice and non-voice operations
Strong knowledge of WFM, real-time monitoring, telephony and CRM platforms

Preferred Qualifications