Job Description
Customer Care Client Manager II – Virtual US
Location: Virtual Texas; United States of America
Our story
At Alight, we believe a company s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to Be Alight.
Our Values:
Champion People be empathetic and help create a place where everyone belongs.
Grow with purpose Be inspired by our higher calling of improving lives.
Be Alight act with integrity, be real and empower others.
It’s why we re so driven to connect passion with purpose. Our team s expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.
With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.
Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.
We are hiring a Customer Care Client Manager II
This opportunity is virtual – open to any US Alight Location.
*Strong operations and capacity management experience preferred.
*Must have flexibility to work atypical hours such as night shifts and the occasional Sunday.
As a Client Manager II, a typical day to include the following:
- Manage CC Client Specialists (CCCS)
- Partner with CC Team Managers (CCTM) to deliver contractual performance guarantees.
- Client reporting
- Develop and execute plans to improve customer satisfaction and overall quality with a focus on off-shore and off-phone processes.
- Represent Customer Care perspective and influence decisions by integrating with domains (Benefits and HR BPO), client and shared services.
- Support new CC implementations and drive existing client change orders.
- Manage Customer Care delivery model, identifying out of scope services, and creating change requests.
- Manage and respond directly to client escalated issues.
- Share client knowledge and needs with CC team.
- Develop knowledge/content management strategy with accountability for CC Desktop tools, such as: CallGuides, CSPro, Reference Database, etc. with support from CCCS.
Required Experience:
- Call center operations management experience
- People Management experience
- Client Facing experience.
- Knowledge of CS best practices and service-related best practices (high level)
- Deep knowledge of client requirements
- General system environment and process flow
- Customer Care Delivery model
- Regulatory and legislative knowledge in multiple service areas
- Understand of Plan Management/Operations/Domain functions
- Knowledge of Alight Policies, Manager Tools and Resources (i.e., Transaction Center, Associate Resource, etc.)
- Working experience in HR Services and benefits required for this opening.
Preferred Experience:
- Client management experience
- Capacity management experience
- Strong operations experience
Education:
Bachelor’s degree or equivalent years of industry experience.
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.