Customer Care Manager
NAS Neuron Health Services LLC · Dubai
UAE remoteHybridFull TimeSenior, ManagerHealthcare & Telemedicine
Posted 31 minutes agojust nowApply link checked 31 minutes ago
Why we think you can apply
- Employer country
- United Arab Emirates · Dubai
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- Dubai · office and home
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 31 minutes ago · apply link checked 31 minutes ago
About the role
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
- 10+ years of customer care experience
- Experience in healthcare, insurance or third-party administration in the UAE
About the Company
NAS Neuron Health Services LLC is an equal opportunity employer. Part of The Cigna Group.
What we look for
- 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
- 10+ years of customer care experience
- Experience in healthcare, insurance or third-party administration in the UAE
CRMLeadershipCustomer ServiceStakeholder ManagementPower BIQuality AssuranceTelephonyWorkforce ManagementReportingScheduling
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NAS Neuron Health Services LLCDubai
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