Call Center - #29212

Bupa Arabia

Date: 1 week ago
City: Jeddah
Contract type: Full time

Job Description

  • Plan & prepare the schedules to manage workload and cover work shifts by coordinating with other teams.
  • Ensure great delivery of service and support to members within agreed KPIs and to meet customer service targets.
  • Monitor and report team day to day activities such as attending training or coaching sessions, Kaizen validation, submission, etc.
  • Manage and close urgent and critical cases with efficient resolution.
  • Escalate serious cases to call center Manager for resolution to maintain unit KPI’s.
  • Provide call center manager with the required daily dashboards.
  • Carry out on-going process improvement activities to reduce costs and increase efficiency.
  • Manage and maintain exceptional approvals by keeping a log for cases that was approved commercially as per authority matrix.
  • Manage individual quality as per the agreed criteria through weekly validation to errors reported by TQM team followed by necessary coaching sessions and monitoring the progress.
  • Provide on going coaching and support to the team to update and improve their knowledge.

• Train team members on all the new products and ensure 100% understanding and implementation• Ensure best delivery of customer service and support to the members through engagement.


  • Strong background in customer service in insurance or hospitals.
  • Able to multitask and work well under stress.
  • Strong communications skills.
  • Strong trouble shooting, problem-solving and analytical skills.
  • Excellent follow up skills

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