Operations Leader III - Virtual

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 Care Center Director

The Customer Care Center Director is responsible for leading a team of Team Leaders who manage customer care representatives. The team is responsible for providing subject matter expertise on the clients’ leave and disability policies, including intake of new claims, providing exceptional customer service to employees and managers employed by the client. Meeting team service goals and objectives including metrics. Strong focus on the performance, culture and overarching contact center processes to ensure they are aligned with corporate and client objectives and provide the best customer experience and consistently achieve productivity, SLA performance and customer satisfaction targets.

The below represents the primary duties of the position, others may be assigned as needed. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Essential Functions:

• 
  Provides leadership to the Team Leaders
• Leads a virtual team and leaders (across multiple locations), defines roles and responsibilities and establishes direct accountabilities to achieve business goals
• Focuses on building talent and people capability to enable a high-performance culture
• Analyzes trends in call volume to identify self-service or offshore opportunities to drive business efficiencies
• Created and maintains a collaborative team focused on effective, high quality client service
• Develops appropriate recommendations and advice for clients regarding the services being offered to them
• Responds timely and accurately to client and internal inquiries, according to established standards with attention to style, tone, and manner of communication
• Monitors team for productivity and quality client service
• Communicates important information on new/updated processes and procedures to staff
• Provides ongoing client support with the use of diagnostic skills to identify root cause of client issues, develop solutions and recommend appropriate action to prevent recurrence of problem
• Builds strong client relationships and provide quality service in an effort to retain client base
• Serves a vital role in coaching the team and being the escalation point for complex incidents
• Operationalizes strategic vision within the Customer Operations team
• Serves as the liaison between the Department VP and the staff
• Identifies opportunities for continuous improvement
• Manages to the established Key Performance Indicators (KPI’s)
• Demonstrates adherence to Reed Group values and performance guidelines
• Manages and oversees workload, performance management, personnel management and goal setting for the department
• Participates appropriately in client meetings and implementations
• Provides weekly updates to management on team progress and focus
• Focuses on the development of staff by working collaboratively with them to develop stretch goals and create opportunities for them to expand their horizons
• Works on assigned projects within timeline and budget
• Ensures legal compliance and confidentiality, provides timely notifications to employees and clients, reviews documentation for approvals and denials, responds to periodic audits.
• Proven ability to manage both day to day execution and long-term projects to achieve results of business goals, projects, and special assignments
• Experience partnering cross-functionally and driving change
• Demonstrated ability to provide a positive working environment, coach, and develop teams

Qualifications:

• 
  Minimum of 5 years of increasing call center leadership
• Proven ability to manage both day to day execution and long-term projects to achieve results of business goals, projects, and special assignments
• Excellent interpersonal communications skills both verbally and in writing
• Must have previous supervisory experience and the ability to prioritize and assign work in high volume call center
• Advanced level computer skills using Windows 2000 and Microsoft Office suite of programs including Word, Excel, PowerPoint and Outlook
• Advanced problem-solving and analytical skills
• Excellent communication and relationship building skills

Education:

Bachelor’s degree or equivalent; or minimum of 5 years related experience; or equivalent combination of education and experience in group insurance.

In addition to the start of a great career path, we offer our employees:

Benefits

• Medical, dental, vision, and prescription plans – no waiting period, available day one!
• Paid training
• Paid parental leave and backup family care
• 401k
• Attractive Paid Time Off (PTO) Available upon completion of training
• Life and disability insurance
• Tuition assistance program
• Wellness discounts

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.

#LI-Remote

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

Pay Transparency Statement: Alight takes into consideration a candidate’s experience, education, certification/credentials, market data, internal equity, and geography when determining an offer for a successful employment candidate, and Alight does so on an individualized, non-discriminatory basis. Therefore, an offer may fall anywhere between the estimated minimum base salary for this role of $121,000.00/year (for full time employees) and the estimated maximum base salary for this role of $224,700.00/year (for full time employees). In addition to a base salary, this position may be eligible for a bonus and/or other incentive plans. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://careers.alight.com/us/en/alight-us-benefits-2023

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.