CC Team Manager

At Alight, we believe a company's success starts with its people. It's why we're so driven to connect passion with purpose. Our team's expertise in human insights and cloud technology, allows companies and employees around the world to transform and thrive.

With a competitive 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. Because transformation takes a workforce. Learn more at .

We are in search of a Customer Care Team Manager. Applicants in The Woodlands preferred, but open virtually to any Alight location.

*HW & Payroll knowledge preferred, but not required.

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.

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

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.