CC Client Manager I - HW

As a Client Manager, a typical day to include the following:

• 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 a plus
• Multiple service (DB, HM, HR, Payroll, etc.) business knowledge based on current and projected clients
• 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.)

Preferred Experience:

• Working experience in HW, DB, DC

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.

Our commitment to Diversity and Inclusion

Alight believes diversity should be visible, valued, and sustained throughout the organization. And we’re committed to enabling an inclusive culture of belonging that engages all colleagues and grows the diversity of our talent to proudly represent the clients and communities we serve.

As an affirmative action employer, we adhere to the principles of equal employment opportunity in the workplace as defined in our diversity policy statement.

Diversity Policy Statement

Alight does not discriminate against anyone based on sex, gender, 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 employment 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.
 

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.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.