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CS Team Manager ( on site) at Alight Solutions

Posted in Other 8 days ago.

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Type: Full Time
Location: San Juan, Puerto Rico





Job Description:

Our story starts with a simple universal truth: Every business is a people business. Our people are our greatest assets at Alight Solutions because People Matter! We strive for Excellence Every Day by collaborating with our clients and colleagues. At Alight, we Think Forward and we Act Now to shape the future of work and life for organizations, people and their families! Alight has 25 years of industry experience. Our success is fueled by the expertise of our people, and the strength of our proprietary and partner technology. Come join the leading technology-enabled HR and benefits service provider. Be Real with Alight and help us reimagine how people and organizations thrive. As part of an industry-leading team, you will help empower results for our clients by delivering innovative and effective solutions as part of our Global Business Customer Service business group.

The Team Manager (TM) is responsible for the front line customer service delivery for client teams. The Team Manager acts as a role model of the values of the firms and customer service best practices.

RESPONSIBILITIES

* Partners with the CC Client Manager to improve quality of the CC Team, with a focus on quality and individual colleague development.

* Administers CC/HR Policies and evaluates performance management of the team

* Executes monthly coaching conversations for the team

* Executes side by side coaching

* Identifies process improvements/enhancements to desktop tools and client provisions/processes and shares these with CCCM

* Identifies when team members are struggling and determine the need for initial or refresher training

* Drives individual metrics for the team (coaching scores, handle times/schedule adherence, etc.)

* Executes the coaching and development team members

* Supports team on calls and cases with Program, Policy and Procedure Knowledge and tool expertise with special focus on customer escalation avoidance.

* Spends most of their time on the floor with team

WORK EXPERIENCE

* Call center operations experience

* People Management experience

* Customer Service Desktop tools

* Specific domain and Benefit plan-specific knowledge

* Proficiency in CS tools usage

* Proficiency is CS Quality Coaching

* Systems, Internet and Telephony Environment

* Customer Service Principles

* Regulatory and legislative knowledge

* Deep problem solving skills

* Health & Welfare , Defined Benefits and Payroll required

REQUIRED EXPERIENCE
* Bachelor degree or equivalent years of industry experience

* Proficient verbal and written communication skills

* Team performance, guidance and discipline delivery

* Strong organizational skills, time management and follow through are essential

* Strong analytical skills

* Ability to work in a team setting

* Ability to manage multiple projects

* Ability to communicate complex information in a mentoring/training situation

WORK CONDITIONS

* Frequent computer use at workstation up to 2 hours at a time or for extended periods of time.

* Mobility within the office including movement from floor to floor.

* Access information using a computer and related components and peripherals.

* Participation in trainings, presentations and meetings.

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 of 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, fingerprint verification, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

At Alight, we believe that diversity should be visible, valued, and sustained throughout the organization. Alight provides equal treatment and employment opportunities to all employees and applicants for employment without regard to any protected status or other protected characteristic.

Alight 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 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, sincerely held religious beliefs, practices and observances, unless doing so would result in an undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

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 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.

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..