[Hiring] Customer Service Manager @Alight Solutions

Role Description

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.

Qualifications

• 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.

Requirements

• 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.
• Alight requires all virtual interviews to be conducted on video.
• Please be aware that Alight is a camera-on culture and may require occasional travel to one of our physical office locations.

Benefits

• Comprehensive total rewards package supporting mind, body, wallet, and life.
• Health, dental, and vision coverages starting Day One.
• Wellbeing programs, retirement plans with contribution matching.
• Generous time off and parental leave.
• Continuing education and career growth opportunities.
• Flexible working arrangements.