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Customer Care Supervisor - Insurance

A Leading TPA (Third Party Administrator) in Medical Insurance

Dubai, UAE

Ref: HP158-24

Job description / Role

Employment: Full Time

Duties and Responsibilities:

- Assess department needs and manage the development of Customer Care Policies and Procedures.
- Produce operational reports and conduct frequent quality assurance audits of Customer Care staff.
- Forecast volumes of calls and quality requirement.
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Ensure adherence to policies and established procedures of the department teams in relation to call quality services.
- Prepare monthly/annual results and performance reports.
- Verifies results by measuring skills in use of service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
- Evaluates call service approaches by rating effectiveness of Customer Care representatives; providing quality ratings; identifying training needs; developing training programs; conducting training.
- Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
- Maintains professional and technical knowledge by attending educational Contributes to team effort by accomplishing related results as needed.

AED 8,000 to 9,000 per month inclusive of fixed allowances.
Additional benefits: Annual ticket, medical and life insurance


- University degree in any discipline of Medical/Para medical specialization from a reputable university.
- Healthcare / hospital experience for 1-2 years.
- Excellent oral and written communication skills.
- Must be computer literate.
- Excellent command of the English language, Arabic is a definite plus.
- Should be a team player with an aptitude for customer service.
- Highly decisive.
- Must be service oriented.
- Candidate must be tactful and discrete when dealing with clients and must be able to handle confidential information.
- Ability to work under pressure.
- 1-2 years work experience in the Customer Service functions is preferable but not mandatory.

About the Company

One of the leading “TPA” , Third Party Administrators in Medical Insurance ; a subsidiary of a fortune 20 Multi National Company , with extensive operation across GCC prospering over the last 18 years in facilitating our customers beyond their expectations in all services on par with global standards.

We are committed in ensuring to provide high quality , superior, innovative and cost-effective business solutions in the areas of healthcare and insurance services and embrace the good will of being one among the best leading TPA’s in this region serving over 50 insurance companies , in administering their multiple policies as well as catering to self-funded schemes with both international and local policies amidst our stake holders.

It is significant to share our accolades, that we serve more than 1.4 million members whilst administering over AED 4 billion worth of claims annually through a dedicated team of 700 + medical professionals in our talent pool from different parts of the world. We are partnered with a broad global network of over 4,000 health care providers in the region and always thrive to delight our customer through every service we provide remarkably.

We believe in attracting dynamic , focused , self-motivated , professionals with industry expertise to join hands with us to move forward in a journey, which promises growth and career establishment as per each one’s skills and potential.

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