Comer Service Associate Manager-Medicare-Temporary

Role

The Customer Service Associate Manager is expected to be skilled in call center management, service management, and possess a Medicare insurance background.

The CSA Manager responsibilities include managing a team of agents who make inbound and / or outbound calls and driving team performance.

Responsibilities

• Driving the results through daily, weekly, monthly management routines. Ensure the team is meeting or exceeding all key metrics.
• Managing outbound facing activities (appointment confirmation, courtesy calls, web chat, email, etc...). Managing team taking inbound calls, focusing on efficiency, referrals, accuracy, compliance, and quality.
• Monitoring each Customer Service Associate’s daily performance against monthly objectives and goals.
• Addressing both positive and negative performance issues in a timely and impactful manner. Driving accountability for results and immediate improvement towards results.
• Achieving goals against individual and team targets through coaching, planning, and motivation.
• Understanding adjustments needed in team performance in order to achieve key performance indicators.
• Handling and supervising all customer complaints related to the Customer Service Associates or service delivery received.
• Partnering with designated teams to coordinate and ensure proper operational delivery.

Requirements

• Demonstrate success in maintaining a calm and professional demeanor in a busy business environment.
• Have for understanding details of insurance or complex information.
• Possess ability to multi-task, have good computer skills and desktop navigation, and be an exceptional communicator.
• 2+ years supervisory or team lead experience.
• 2+ years of experience handling complex processes, problem solving and applying analytical skills

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and Top 100 Company for Remote Jobs 5 years in a row.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person.

Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

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 is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported.

We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive.

Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Alight is an Equal Employment Opportunity employer and 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 the employment of 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.

Salary Pay Range

Minimum : 44,600 USD

44,600 USD

Maximum : 70,800 USD

70,800 USD