Assistant Manager – Customer Care Operations
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Key skills for this role
About the Role
Dubai Insurance TPA is hiring an Assistant Manager for Customer Care Operations to lead day-to-day operations across multi-channel contact centers. The role involves managing supervisors and teams, driving performance KPIs, and improving customer experience.
Key Skills for This Role
Responsibilities
- Manage day to day operations across all customer contact channels (Voice, Email, Chat, WhatsApp, Digital).
- Ensure achievement of Service Level, Abandonment Rate, Response Time, Productivity, Quality, and Customer Experience targets.
- Monitor operational performance and proactively implement corrective actions.
- Ensure effective resource allocation and workload management across teams.
- Conduct regular performance reviews with supervisors and team leaders.
- Drive a customer first culture and partner with Quality and Training teams.
- Review customer complaints and lead root cause analysis for improvement.
- Act as key operational point of contact for internal stakeholders.
- Identify opportunities to improve processes, systems, and operational efficiency.
- Lead, motivate, and inspire supervisors, team leaders, and frontline teams.
Requirements
- Bachelor's Degree in Business Administration, Management, Healthcare Administration, or related discipline
- Minimum 7 years of experience in Customer Care, Contact Center, or Customer Service Operations
- Minimum 3 years in a leadership role managing supervisors, team leaders, and large operational teams
- Experience in Healthcare, Insurance, TPA, Financial Services, or similar service oriented environment preferred
- Experience managing multi channel customer support operations
- Contact Center or Customer Experience certifications are an advantage
Full Job Posting
Job Purpose
- The Assistant Manager – Customer Care Operations supports the Head of Customer Care in managing day to day operations.
- Ensures operational excellence, achievement of service targets, efficient resource utilization, and development of a high performing workforce.
Key Responsibilities
- Manage day to day operations across all customer contact channels (Voice, Email, Chat, WhatsApp, Digital).
- Ensure achievement of Service Level, Abandonment Rate, Response Time, Productivity, Quality, and Customer Experience targets.
- Monitor operational performance and proactively implement corrective actions.
- Ensure effective resource allocation and workload management across teams.
- Support business continuity planning and operational readiness.
- Ensure compliance with company policies and regulatory requirements.
Performance Management
- Monitor, analyze, and improve operational KPIs including Service Level, AHT, Abandonment Rate, CSAT, NPS, Quality Scores, Productivity, Adherence.
- Conduct regular performance reviews with supervisors and team leaders.
- Develop and implement action plans to improve performance.
Workforce Planning & Resource Optimization
- Work with Workforce Management and MIS teams for accurate forecasting and scheduling.
- Review staffing requirements and identify resource gaps.
- Support recruitment, onboarding, and workforce expansion.
Customer Experience & Quality
- Drive a customer first culture across the operation.
- Partner with Quality and Training teams to improve service delivery.
- Review customer complaints and lead root cause analysis.
- Ensure consistent delivery of high quality service standards.
Stakeholder Management
- Act as key operational point of contact for internal stakeholders.
- Build and maintain strong relationships across the organization.
- Provide regular operational updates and performance reports.
Continuous Improvement & Transformation
- Identify opportunities to improve processes, systems, and operational efficiency.
- Drive automation, self service, AI, and digital transformation initiatives.
- Lead projects to improve customer experience and reduce costs.
People Leadership & Team Engagement
- Lead, motivate, and inspire supervisors, team leaders, and frontline teams.
- Build a culture of trust, accountability, collaboration, and high performance.
- Drive employee engagement, recognition, and retention initiatives.
- Provide regular coaching, mentoring, and development plans.
- Develop future leaders through succession planning.
Qualifications
- Bachelor's Degree in Business Administration, Management, Healthcare Administration, or related discipline.
- Contact Center or Customer Experience certifications are an advantage.
Experience
- Minimum 7 years of experience in Customer Care, Contact Center, or Customer Service Operations.
- Minimum 3 years in a leadership role managing supervisors, team leaders, and large operational teams.
- Experience in Healthcare, Insurance, TPA, Financial Services, or similar service oriented environment preferred.
- Experience managing multi channel customer support operations.
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