[Hiring] Customer Service Manager @Alight Solutions

Role Description

Alight Retiree Health Solutions supports Medicare-eligible retirees in selecting appropriate Medicare health plans. The Customer Service Manager leads a team of inbound and outbound call center agents, driving performance, service excellence, and achievement of key business metrics. This role requires excellent call center leadership experience, Medicare insurance knowledge, and a proven ability to foster team engagement, deliver results, and support business growth.

Responsibilities

• Driving the results through daily, weekly, monthly management routines. Ensure the team is meeting or exceeding all key metrics.
• Managing outbound-facing activities such as appointment confirmation, courtesy calls, web chat, and email.
• 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.
• Consistently achieving goals against individual and team targets through coaching, planning, and motivation.
• Ensuring Customer Service Associates are accountable to all individual and overall team operational metrics and key performance indicators. Ensuring the service center operations function smoothly.
• Understanding adjustments needed in team performance to achieve key performance indicators.
• Constructively handling and supervising all customer complaints and escalations related to RHS delivery.
• Partnering with designated Alight teams to coordinate and ensure proper CSA skill maintenance, schedule accuracy, process compliance, and stable operational delivery.

Qualifications

• Possess ability to multi-task, have excelled computer skills, and desktop navigation.
• Proven success in maintaining a calm and professional demeanor in a fast-paced business environment.
• Have excellent written and verbal communication, customer service and rapport building skills.
• Have aptitude for understanding details of insurance or complex information, Medicare knowledge a plus.
• Demonstrate initiative and good problem-solving skills.
• 2+ years supervisory or team lead experience.
• Display high proficiency in leading agents to overcome objections, engage customers in conversations, and schedule appointments.
• Be able to effectively change agent behavior and drive improved and sustained results.

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 occasional travel to one of our physical office locations.

Our Commitment to Inclusion

We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact [email protected].

Equal Opportunity Policy Statement

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.

Salary Pay Range

• Minimum: 50,000.00 USD
• Maximum: 60,000.00 USD