Digital Support Chat Team Leader
Bupa Arabia
Posted on 29 Aug
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Lead, coach, and develop a team of chat specialists to meet service and quality goals.
Monitor performance metrics and implement improvement plans based on data insights.
Ensure compliance with internal policies and external regulations.
Collaborate with planning, training, and quality teams to optimize processes and capacity.
Handle escalated customer queries and complaints with professionalism and care.
Support continuous improvement initiatives and contribute to strategic projects.
Promote a high-performance culture through regular feedback, recognition, and development.
Deputise for the Digital Customer Service Manager when required.
Desired Candidate Profile
Managerial, leadership, or coaching experience in a call centre or digital support environment.
IT-related background or qualification is essential.
Strong communication and stakeholder management skills.
Ability to analyse data and translate insights into actionable improvements.
A proactive, adaptable mindset with a passion for digital service excellence.
Experience working in a regulated environment with a strong understanding of compliance.
Proven ability to manage competing priorities and lead teams through change.
Emotional intelligence and resilience to support team wellbeing and performance.
Commercial awareness and a customer-first approach.
Company Industry
- Insurance
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Digital Support Chat Team Leader
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