Head of 24/7 Customer Care Operations

Cigna; United Arab Emirates; On-site; AED 240,000 - 360,000; Full time

Job summary

The Cigna Group in the United Arab Emirates seeks a senior leader to drive day-to-day delivery and continuous improvement of 24/7 Customer Care across Voice and Non-Voice channels, including HealthHub and NAS Club. You will translate strategy into measurable execution, manage workloads, and ensure service levels, customer outcomes and KPI achievement.

You will lead supervisors and managers, coordinate with IT and HR, oversee scheduling, performance dashboards, and incident management.

Qualifications

• Bachelor’s degree in Business Admin or related field.
• 7+ years in Customer Care/Contact Center Ops.
• Experience in healthcare, insurance or UAE market preferred.

Responsibilities

• Lead day-to-day 24/7 Voice and Non-Voice operations and ensure KPIs.
• Oversee workforce planning, scheduling, and real-time performance management.
• Coordinate with IT, QA, Training, HR and clients to drive continuous improvement.

Skills

Leadership

KPI Management

Workforce Management

Stakeholder Communication

Data-driven Decision Making

Education

Bachelor's degree in Business Administration or related field

Tools

Power BI

CRM systems

WFM tools

Job description

The Cigna Group in the United Arab Emirates seeks a senior leader to drive day-to-day delivery and continuous improvement of 24/7 Customer Care across Voice and Non-Voice channels, including HealthHub and NAS Club. You will translate strategy into measurable execution, manage workloads, and ensure service levels, customer outcomes and KPI achievement.

You will lead supervisors and managers, coordinate with IT and HR, oversee scheduling, performance dashboards, and incident management.