Team Leader - Customer Experience
Skills
About This Role
About Us
Alfit is a new insurance venture being launched by AEGI, designed to establish a modern, customer-centric platform within the insurance sector.
The business will initially focus on health, life, and travel insurance products, with a clear roadmap for future expansion across additional lines.
As we approach our official launch, we are entering a critical growth phase and are actively building a high-caliber team.
We are seeking professionals who are motivated to be part of a next-generation insurance company, combining innovation, operational excellence, and customer focus, led by a leadership team comprising highly respected veterans of the insurance industry.
Job Purpose
Alfit Insurance is seeking a
Team Leader – Customer Experience
to lead and manage our customer service operations across multiple channels including call, email, chat, and digital platforms.
This role is responsible for supervising a team of Customer Experience Officers, ensuring high-quality service delivery, and driving a consistently positive customer journey across all touchpoints.
Team Leadership & Operations
- Supervise day-to-day operations of the Customer Experience team
- Manage workforce planning, shift scheduling, and queue monitoring
- Act as the first escalation point for complex customer and broker queries
- Conduct coaching sessions, one-to-ones, and performance reviews
- Support onboarding, training, and development of team members
Customer Experience & VoC
- Lead execution of Voice of Customer (VoC) programs (NPS, CSAT, FCR)
- Translate customer feedback into actionable improvements
- Support investigation and resolution of customer complaints in coordination with relevant teams
- Champion a customer-first culture across the team
Performance & Quality
- Monitor key KPIs including AHT, TAT, FCR, CSAT, QA, and abandon rate
- Conduct quality checks and calibration sessions
- Ensure adherence to scripts, SOPs, and service standards
- Maintain and improve knowledge base and FAQs
Compliance & Governance
- Ensure compliance with
Cbuae
,
Dha, Doh, Mohap
- , and internal policies
- Maintain accurate and audit-ready records of customer interactions
- Support internal and external audits
Continuous Improvement
- Contribute to system enhancements and UAT testing
- Identify process gaps and recommend improvements
- Support digital transformation initiatives (self-service, CRM, portals)
Education
- Bachelor’s degree in Business, Insurance, Communications, or related field
Experience
- Minimum
- 7 years
- in customer service/contact centre within UAE insurance industry
- At least
- 2 years in a supervisory or team leader role
- Strong exposure to health insurance servicing environments
Skills
- Strong leadership and team coaching abilities
- Excellent communication skills (English & Arabic preferred)
- Strong understanding of contact centre operations and KPIs
- Experience with CRM, telephony, and service platforms
- Knowledge of UAE insurance regulatory environment
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