Customer Care Manager (Voice & Non-Voice, 24/7)

About the role

Cigna's Nas Neuron unit in Dubai is looking for a Customer Care Manager to lead day-to-day 24/7 customer care operations across Voice (inbound and other telephone services) and Non-Voice channels (email, chat, HealthHub, NAS Club and other digital channels). The role owns service delivery, team leadership, service recovery, reporting accuracy and the delivery of agreed business and people KPIs.

Key responsibilities

• Own daily Voice and Non-Voice operations, including queue health, response times, backlogs, escalations and service disruptions, and ensure timely resolution of complex member and provider issues.
• Oversee HealthHub team productivity, appointment queues and NAS Club request volumes, keeping them within agreed thresholds and preventing backlogs.
• Own KPIs such as NPS, CSAT, FCR, service level, abandonment, AHT and quality, and drive NPS improvement through detractor analysis and coaching.
• Work with WFM/MIS on forecasts, schedules, staffing, overtime and leave, and monitor adherence, ACW and Not Ready states.
• Lead supervisors and assistant managers, hold monthly performance reviews, coach agents and support recruitment, onboarding and training.
• Run monthly meetings with UAE National employees, engage in retention and wellbeing initiatives and monitor attrition and absenteeism.
• Coordinate incident management with IT and vendors, own reporting and data integrity, and present performance reviews and improvement plans to the Head of Customer Care.

Required profile

• Bachelor's degree in Business Administration, Management or a related field, or equivalent professional experience.
• Minimum 7 years in Customer Care or Contact Center Operations (10+ years preferred), including 3-5 years in a supervisory or management role; healthcare, insurance or third-party administration experience in the UAE is highly preferred.
• Proven experience managing large-scale 24/7 voice and non-voice operations and leading supervisors and assistant managers.

Required skills

• Knowledge of WFM, real-time monitoring, adherence, shrinkage and customer experience metrics.
• Experience with telephony and CRM platforms and operational reporting.
• Strong analytical, problem-solving and stakeholder communication skills.