Customer Service Manager-Retiree Health Solutions-Temporary

Amazing Opportunity and Great Place to Work!

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.

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.

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.

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."

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.

• 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.

• 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.

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law.

In addition, we take affirmative action to employ disabled persons, disabled veterans, and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request reasonable accommodations/modifications by contacting their recruiter.