Customer Service Manager – Retiree Health Services

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

📋 Description

• Drive outcomes through daily, weekly, and monthly management routines.

• Ensure the team meets or surpasses key performance metrics.

• Oversee outbound activities such as appointment confirmations, courtesy calls, web chat, and email communications.

• Manage inbound call teams, focusing on efficiency, referrals, accuracy, compliance, and quality.

• Monitor the daily performance of Customer Service Associates against monthly objectives and targets.

• Address both positive and negative performance issues promptly, fostering accountability and improvement.

• Achieve individual and team goals through effective coaching, planning, and motivation.

• Ensure associates meet both individual and team operational metrics and KPIs.

• Guarantee the smooth operation of service center activities.

• Identify necessary adjustments to meet KPIs.

• Manage and supervise customer complaints and escalations related to Retiree Health Solutions delivery.

• Collaborate with Alight teams to uphold CSA skills, scheduling accuracy, process compliance, and stable operational delivery.

⛳️ Requirements

• Ability to multitask effectively.

• Strong computer skills and proficiency in desktop navigation.

• Proven capability to maintain a calm and professional demeanor in a fast-paced business setting.

• Exceptional written and verbal communication, customer service, and rapport-building abilities.

• Aptitude for comprehending insurance details or complex information.

• Knowledge of Medicare is advantageous.

• Initiative and strong problem-solving skills.

• Minimum of 2 years of supervisory or team lead experience.

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

• Ability to influence agent behavior and drive improved, sustained results.

• Work authorization in the United States without current or future visa sponsorship requirements.

• Successful completion of a role-dependent background check.

🏝️ Benefits

• Health, dental, and vision coverages starting on Day One.

• Wellbeing programs.

• Retirement plans with contribution matching.

• Generous time off policies.

• Parental leave.

• Continuing education opportunities.

• Career growth prospects.

• Flexible working arrangements whenever feasible.

• Competitive total rewards package.

• Ongoing education and training.

• Bonus and/or incentive eligibility based on role and level.