Supervisor, Customer Care
National Health Insurance Company – Daman
UAE, Abu Dhabi,Abu Dhabi
منذ 1 يوم
source : Drjobs.ae

Job Role : Supervisor, CustomerCare

General Description

Supervise and is accountable for the performance and thedaily operations of a Customer Care team by ensuring that the teamperforms well in relation to the strategic goals and objectives ofthe department in general

Standard duties :

  • Support in theimplementation of quality awareness in delivering efficient andcost-effective services
  • Supervise and guidethe team with the overall performance accountability ofsubordinates
  • Conduct annual appraisals andsupport in setting individual development plan and targets ofsubordinates
  • Support the unit head in ensuringappropriate staffing levels, conducting interviews and hiring ofnew staff
  • Support in development,implementation and ensure adherence of policies, guidelines andprocedures
  • Promote and support the recruitmentand development of UAE Nationals to significantly contribute toDaman's strategic goals
  • Department Specific :

  • Ensure proper capturing of the data on the system with afocus on accuracy and efficiency
  • Prepare andreview Customer Care unit's KPIs
  • Determine contingency plans in case of anydisruption
  • Monitor efficiency and accuracy ofthe staff performance in terms of adherence, information providedto customers, availability and overall Customer carerules
  • Develop and implement businessplans
  • Communicate and update the team of anychanges, developments in the department on a timelymanner
  • Resolve complex situation, issue andtake measures to avoid the reoccurrence of similarincidents
  • Perform shifts duty and work onpublic holidays as per business requirement
  • Continuously work on improving the staff knowledge andbehavioral competency
  • Responsible inmonitoring and preparing attendance and shift allowancerecords
  • Work Experience Requirements

  • Minimum 4 years of experience in the CustomerService field, 1 year of which should be in a team leadingposition
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