Senior 24/7 Customer Care Operations Lead

Cigna; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

WFM

Real-time monitoring

Resource planning

Adherence

Shrinkage

Quality metrics

Customer experience

CRM platforms

Operational reporting

People leadership

Education

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

Tools

WFM tools

Call center metrics tools

Job description

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.