Senior 24/7 Customer Care Operations Lead

NAS Neuron Health Services LLC; Dubai; On-site; AED 400,000 - 700,000; Full time

Job summary

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.

Qualifications

• 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

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

Education

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

Tools

WFM

Real-time monitoring

Telephony

CRM platforms

Job description

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.