Customer Care Manager

Cigna; Dubai; In loco; AED 240.000 - 360.000; Tempo pieno

Descrizione del lavoro

NNHS Neuron Heath Services LLC in Dubai is seeking a seasoned Customer Care Operations Lead to drive 24/7 delivery across Voice and Non-Voice channels, ensuring high-quality service and rapid issue resolution.

You will lead supervisors and managers, manage workforce planning, and own KPIs such as NPS, CSAT, SLA, AHT, and queue health, while partnering with IT and providers to continuously improve the customer journey in a healthcare-focused operation.

Competenze

• Bachelor's degree in Business Administration, Management or related field.
• 7+ years in Customer Care or Contact Center Operations (10+ years preferred).
• Experience in healthcare, insurance or UAE-based operations is highly preferred.
• Strong knowledge of WFM, real-time monitoring, adherence, shrinkage, quality and reporting.

Mansioni

• Lead day-to-day operations for Voice and Non-Voice teams, manage service levels and escalations.
• Oversee KPI delivery, performance dashboards, QA and training coordination.
• Coordinate with IT, HR and providers to ensure continuity and improvements.
• Ensure governance, SOPs, shift handovers and post-launch stabilization.

Conoscenze

WFM

Real-time monitoring

Resource planning

Adherence

Shrinkage

Quality metrics

Customer experience

CRM platforms

Operational reporting

People leadership

Formazione

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

Strumenti

WFM tools

Call center metrics tools

Descrizione del lavoro

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 amp 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 amp Non-Voice Operational Leadership amp 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 member provider issues complaints and service failures Maintain operational SOPs shift handovers contingency plans service continuity arrangements and cross-functional coordination with IT operations Oversee launches process changes and service transitions with training readiness checks and post-launch stabilization

2. Non-Voice Operations HealthHub amp Appointment Control Directly oversee HealthHub team productivity attendance task allocation case quality and timely follow-up Review appointment and request queues daily including aged items ownership status and reasons for delay take action to prevent backlogs Ensure appointments and requests are actioned or escalated within the agreed one-hour monitoring threshold exceptions must be visible tracked and resolved Validate that pending cases are actively followed up with relevant teams or providers with clear closure notes and escalation for recurring bottlenecks

3. Non-Voice Operations NAS Club Service Management Monitor NAS Club request volumes turnaround times team productivity and service quality Ensure requests are assigned followed up and resolved without avoidable delay monitor ageing and eliminate preventable backlogs Coordinate with relevant stakeholders to resolve recurring issues and improve the customer journey

4. KPI Ownership Customer Experience amp Quality Own performance against approved KPIs for both Voice and Non-Voice teams including NPS CSAT FCR voice service level abandonment AHT quality productivity adherence email chat turnaround times and HealthHub NAS Club request ageing Work toward current departmental benchmarks where applicable voice service level 90 30 email response within 24 hours abandonment at or below 5 and AHT target of 330 seconds confirm applicable targets by line and channel Prioritize improvement of NPS against the approved target through detractor analysis root-cause reviews coaching and cross-functional action plans Review performance dashboards daily and weekly identify drivers set owners and deadlines and validate sustained improvements Work closely with the QA and Training teams to ensure all agents are fully equipped with the knowledge skills tools and ongoing coaching needed to consistently deliver excellent customer service Review quality findings training gaps customer feedback and complaint trends agree targeted refresher training coaching and knowledge updates and monitor their effectiveness

5. Workforce Management Scheduling amp Night Weekend Control Partner with WFM MIS to align forecasts schedules staffing shrinkage leave overtime and intraday resource movement with demand across both Voice and Non-Voice teams Manage and monitor overtime requirements and annual leave planning balancing employee wellbeing fair allocation cost-conscious resource use and operational coverage Liaise closely with the Workforce Management WFM team to ensure the right staffing levels skill mix and resource coverage are available across all shifts and channels to achieve agreed KPIs including service level abandonment response times and productivity Proactively review forecasts versus actual demand identify capacity gaps and coordinate timely scheduling or staffing adjustments to protect service performance Work with WFM MIS and supervisors to analyse adherence patterns and shrinkage drivers communicate findings to teams and implement practical actions to improve productive availability and KPI delivery Ensure close monitoring of agent login logout breaks ACW Not Ready states occupancy and schedule adherence investigate anomalies fairly using documented evidence Monitor agent activity trends across scheduled and actual breaks extended holds ACW talk time Not Ready states login logout times and other adherence indicators address exceptions promptly with supervisors and agents

KNOWLEDGE, SKILLS AND EXPERIENCE

Bachelor s degree in Business Administration, Management or a related field, or equivalent relevant professional experience. Minimum 7 years of experience in Customer Care or Contact Center Operations (10+ years preferred), including at least 3 5 years in a supervisory or management role; experience in healthcare, insurance or third-party administration in the UAE is highly preferred. Proven experience managing large-scale, 24/7 voice and non-voice operations, with strong knowledge of WFM, real-time monitoring, resource planning, adherence, shrinkage, quality, customer experience metrics, telephony/CRM platforms and operational reporting. Proven ability to lead supervisors and assistant managers, manage performance, strengthen employee engagement and retention, and improve NPS, service levels, productivity and customer satisfaction; strong analytical, problem-solving and stakeholder communication skills. Ability to lead a 24/7 operation, make timely decisions under pressure and uphold confidentiality and fair treatment. 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.

COMMUNICATIONS AND WORKING RELATIONSHIPS

The job holder interacts with all Departments within NNHS and other service providers. He/ She must ensure seamless communication between all departments for the smooth operations and to achieve the organizational objective. He/ She must be able to foster strong internal & external communication standards.

OPERATING ENVIRONMENT

He/she works in an air-conditioned environment and spends most of the day at desk. The Jobholder s working hours are flexible as per weekly schedule within the boundaries of the UAE labor law. The job holder is not exposed to any obvious hazards.

Statements in this Job Description are intended to reflect, in general, the duties and responsibilities of the position, but they are not to be interpreted as totally inclusive. NAS Neuron Heath Services LLC is an equal opportunity employer.