Customer Service Manager – Retiree Health Services

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee a team of inbound and outbound call center agents assisting Medicare-eligible retirees

• Implement daily, weekly, and monthly management routines to achieve business outcomes

• Ensure the team meets or surpasses essential performance metrics

• Oversee appointment confirmations, courtesy calls, web chat, and email communications

• Manage inbound call operations with a focus on efficiency, referrals, accuracy, compliance, and quality

• Evaluate Customer Service Associate performance against established objectives and goals

• Promptly address both positive and negative performance issues

• Foster accountability and drive immediate performance enhancements

• Achieve individual and team objectives through effective coaching, planning, and motivation

• Maintain accountability for operational metrics and key performance indicators

• Ensure seamless service center operations

• Address and oversee customer complaints and escalations related to the delivery of Retiree Health Solutions

• Collaborate with Alight teams on CSA skill maintenance, schedule accuracy, process compliance, and stable operational delivery

⛳️ Requirements

• Capability to multitask effectively

• Strong computer skills and proficiency in desktop navigation

• Composed and professional demeanor in a high-paced business setting

• Exceptional written and verbal communication, customer service, and relationship-building skills

• Ability to comprehend insurance details or complex information

• Knowledge of Medicare is advantageous

• Initiative and strong problem-solving abilities

• A minimum of 2 years of supervisory or team lead experience

• High proficiency in guiding agents to overcome objections, engage customers in discussions, and schedule appointments

• Ability to effectively modify agent behavior and drive improved, sustained results

• Successful completion of a background check upon employment offer

• Work authorization in the Employing Country without current or future visa sponsorship requirements

🏝️ Benefits

• Health, dental, and vision coverage effective from Day One

• Wellbeing programs

• Retirement plans with matching contributions

• Generous paid time off

• Parental leave

• Continuing education opportunities

• Career advancement prospects

• Flexible working arrangements where feasible

• Competitive total rewards package

• Ongoing education and training

• Possible bonus and/or incentive eligibility based on role and level

• Comprehensive benefits package