at Alight Solutions LLC in Chicago, Illinois, United States
Job Description
Our story
At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight."
It's why we're so driven to connect passion with purpose. Our team's expertise in human insights and cloud technology, gives companies and employees around the world the ability to power confident decisions, for life.
With a comprehensive 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 if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.
Learn more at careers.alight.com
Customer Service Manager (CSM)Overview
Alight Retiree Health Solutions is a business unit within Alight that assists Medicare and Pre-Medicare eligible retirees in selecting Medicare plans based on their needs. OneSource is a program within ARHS that helps individuals select the appropriate prescription drug plan and/ormedical health plan usually for a specific client.
As a OneSource Customer Service Manager, you will manage a remote team of Customer Service Associates who are engaging daily with members and educating the member on how we are here to help.
Job Responsibilities:
Your responsibilities as a CSM will include, but are not limited to:
Coaching and development of assigned CSAs
Continuously look for ways to help CSAs educate our members and help the CSAs overcome objections that the member may present to ensure the team's overall success
Ensure CSAs are following the providedscript when interacting with members
Accountability for your team and for their overall performance, professionalism, and compliance.
Communicate details and updates to your team effectively and ensure that all CSAs understand
Communicate and measure CSAs against established key performance indicatorsand ensure all are meeting or exceeding these performance metrics
Monitor real time dashboards to ensure service levels are met
Handle all escalated member calls from your CSAs as needed
Identify and track relevant trends and create action plans to ensure results
Monitoring the internal team chat and respond in a timely fashion to any questions or requests
Actively address any performance concerns and escalate as needed
Deliver a consistently positiveand motivating team experience in a highly ethical and professional manner
Consistently pulling and reviewing reports to update the team on productivity, as well as identifying ways to improve the overall member engagement and performance.
Required Knowledge and Management Experience
Experience leading a teamand coaching and developing a team, preferably in a call center environment.
Desire to coach, develop and motivate team members in a positive and meaningful way
Proactive, innovative, anddriven to succeed
Ability to clearly and effectively communicate; written and verbally
Absorb general knowledge of the Medicare healthcare industry, prescription drug plan, vision, and dental enrollments to ensure effectiveness when engaging and educating team
Absorb new information and have the flexibility to adapt to new processes rapidly
Handle inbound service calls by providing accurate and complete informationwith the intent of enrolling the customer in the appropriate plan
Strong computer skills, Microsoft Office proficiency, experience using multiple screens is a plus
Accurately provideinformation and follow specific process to ensure the team remainscompliant and productive
The CSA Manager will be a team player, who is proactive, patient,and honest, and thrives in a challenging and ever-changing industry.
Ability to perform basic troubleshooting steps and utilize resources properly
Ability to operate within a heavily regulated industry and a fast-paced/dynamic market environment
Ability to work any shift assigned
To be successful, you will need the following skills:
Time management and self-discipline, ability to multitask
Excellent written and verbal communication skills, strong interpersonal skills
Accountability
Effective communication, conflict resolution and decision-making skills
Education and Certification
High School... For full info follow application link.
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
