Customer Service Manager-Retiree Health Services

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 .
About the role

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

Requirements

- 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