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.

Learn more at careers.alight.com.

We are in search of a Customer Care Team Manager.

As a Team Manager you will be involved in providing front line customer care delivery for one to multiple client teams. Act as a role model for the values of the firm and customer care best practices. Also, 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.

• Partner with the CC Client Manager to improve quality of the Customer Care team, with a focus on quality and individual associate development
• Administer CC/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

Required Experience:

• Call center operations experience
• People Management experience
• Customer Care Desktop tools
• Specific domain and plan-specific knowledge
• Proficiency in CC tools usage (Navigator, Callflows/guides, knowledge base)
• Proficiency in CC Quality Coaching
• Computer Knowledge (Excel is required)
• Systems, Internet and Telephony Environment
• Customer Care Principles
• Regulatory and legislative knowledge
• Deep problem-solving skills
• Excellent communication 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.

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” 5 years in a row.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

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.

Our commitment to Diversity and Inclusion

Alight is committed to diversity, equity, and 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.

Diversity 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 and advance in the employment of qualified minorities, women, 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 a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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

Pay Transparency Statement: Alight takes into consideration a candidate’s experience, education, certification/credentials, market data, internal equity, and geography when determining an offer for a successful employment candidate, and Alight does so on an individualized, non-discriminatory basis. Therefore, an offer may fall anywhere between the estimated minimum base salary for this role of $49,600.00/year (for full time employees) and the estimated maximum base salary for this role of $92,100.00/year (for full-time employees). Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://careers.alight.com/us/en/alight-us-benefits-2023

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 not limited to subsidiaries, partners, or purchasers of Alight business units.

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