Customer Service Manager-Retiree Health Solutions-Temporary

Amazing Opportunity and Great Place to Work!

Are you looking for a new opportunity to lead a goal-oriented team?

Our Story

At Alight, we believe a company’s success starts with its people. Alight embraces values that come directly from our people – purposeful, human, united and growth-minded – reflecting our inclusive culture and promise that our clients expect. We are passionate about connecting purpose with impact.  Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management.

Our Benefits

With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Benefits include health, dental and vision coverages starting Day One. Additionally, Alight colleagues enjoy wellbeing programs, retirement plans with contribution matching, generous time off, parental leave, continuing education, and career growth opportunities – all within a thriving global organization.

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 6 years in a row.

Great Place to Work

Thanks to the work of every colleague, Alight has received multiple awards of recognition including “Great Place to Work” for the past 7 years and Fortune’s “Best Companies to Work For.” To learn more about our company culture and awards Click Here.

We invite you to join our team!  Learn more at careers.alight.com. 

About the Role

The One Source Customer Service Manager is expected to be skilled in call center management or service management. The Customer Service Manager responsibilities include managing a team of agents who make inbound and/or outbound calls and driving team performance. This manager will be a team player, who is proactive, patient, honest, and thrives in a challenging and ever-changing industry.

Responsibilities

• Driving the results through daily, weekly, monthly management routines. Ensure the team is meeting or exceeding all key metrics.
• Managing outbound facing activities (appointment confirmation, courtesy calls, web chat, email, etc.). Managing team taking inbound calls, focusing on efficiency, referrals, accuracy, compliance, and quality.
• Monitoring each Customer Service Associate’s daily performance against monthly objectives and goals.
• Addressing both positive and negative performance issues in a timely and impactful manner. Driving accountability for results and immediate improvement towards results.
• Achieving goals against individual and team targets through coaching, planning, and motivation.
• Understanding adjustments needed in team performance to achieve key performance indicators.
• Handling and supervising all customer complaints related to the Customer Service Associates or service delivery received.
• Partnering with designated teams to coordinate and ensure proper operational delivery.

Requirements

• Demonstrate success in maintaining a calm and professional demeanor in a busy business environment.
• Exhibit excelled understanding details of insurance or complex information.
• Possess ability to multi-task, have good computer skills and desktop navigation, and be an exceptional communicator.
• 2+ years supervisory or team lead experience.
• 2+ years of experience handling complex processes, problem solving and applying analytical skills.
• Have excellent communication skills whether written or verbal.

Application and Interview

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Alight requires all virtual interviews to be conducted on video.  Please be aware that Alight is a camera-on culture and may require o