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Customer Care Team Manager - Health and Welfare (Lincolnshire,IL)

Customer Care Team Manager - Health and Welfare (Lincolnshire,IL)

Requisition ID 
2438868
Job Locations 
US-IL-Lincolnshire
Job Family 
Customer Service Delivery

Responsibilities

Alight Solutions is Looking for a Customer Care Team Manager in Lincolnshire, IL

 

As part of an industry-leading team, you will help our clients thrive by delivering innovative and effective solutions as part of our Customer Care business group within Alight Solutions in Lincolnshire, IL.  As a Customer Care Team Manager, you will report directly to the Customer Care Group Manager and have direct reports which include CCR colleagues. 

 

Your Impact as a CC Team Manager

 

Job Responsibilities:

The Customer Care Team Manager (CCTM) is responsible for front line customer care delivery for one to multiple client teams. The CC Team Manager acts as a role model for the values of the firm and customer care best practices. The CCTM is a people manager for Customer Care Representatives (CCRs) and responsible for the day to day management of associates and the customer calls into the Service Center. 

Responsibility Areas:

  • Partner with the CC Client Manager to improve quality of the CC team, with a focus on quality and individual associate development
  • Administer CS/HR Policies and evaluates performance management of CCRs
  • Manage compensation/pay for aligned CCRs based on firm-wide budgets and guidance
  • Execute monthly call evaluation for all associates in unit for IR and A&R purposes.
  • Execute side by side and impromptu coaching of associates in unit (including silent monitoring)
  • Identify process improvements/enhancements to desktop tools and client provisions/processes and share these with CC Client Specialists and the CC Client Manager
  • Drive individual metrics of associates on team (handle times/schedule adherence, etc.)
  • Execute the coaching and development of CCRs
  • Supports CCRs on calls with Program, Policy and Procedure Knowledge and tool expertise with special focus on customer escalation avoidance.
  • Most of the CC Team Managers time is spent on the floor with CCRs

 

You Bring Knowledge and Expertise

 

Required Experience:

 

  • Working knowledge of Health & Welfare is required
  • Call center operations experience
  • People Management experience
  • Customer Care Desktop tools
  • Specific domain and plan-specific knowledge
  • Proficiency in CS tools usage (Navigator, Callflows/guides, knowledge base)
  • Proficiency is CS Quality Coaching
  • Systems, Internet and Telephony Environment
  • Customer Care Principles
  • Regulatory and legislative knowledge
  • Deep problem solving skills
  • Service center operations and ongoing delivery expertise
  • System capabilities and telecommunications functionality expertise
  • Regulatory and legislative knowledge (basic country, state, and province)
  • Effectively coaches others to achieve quality outcomes

 

 

Education:

  • Bachelor’s degree or equivalent years of industry experience.

 

We offer you

A competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

 

Our Colleague Experience

At Alight Solutions, we are reimaging how people and organizations thrive. To deliver on this purpose, we do things differently. From company leaders to our newest colleagues, we all play a role in bringing our values to life. Every colleague shapes how Alight can become better, stronger and brighter – together. With technology as our catalyst and humanity at our core, we advance each day toward a better future in work and life.

 

About Alight Solutions

As the leading provider of benefits administration and cloud-based HR and financial solutions, we enhance work and life through our service, technology and data. Our 22,000 colleagues across 14 global centers deliver an unrivaled consumer experience for our clients and their people. We are Alight. Reimagining how people and organizations thrive.

 

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 of 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, fingerprint verification, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.

 

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law.  Alight Solutions is committed to a diverse workforce and is an affirmative action employer.

 

DISCLAIMER:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but limited to subsidiaries, partners, or purchasers of Alight business units.  

 

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