Advocacy Customer Service Team Manager

The CSTM is responsible for the front line customer service delivery for Advocacy client teams (number of clients will vary based on size, services and complexities). In this role the CSTM acts as a role model for the values of the firm and customer service best practices. Most of the CSTM’s day is spent in direct interaction with the Advocates. You are responsible for the day to day management of these colleagues and supporting them in resolving the customer cases called into Advocacy. You are also responsible for the providing the best environment for development, growth and engagement of the Advocates.

The Advocacy Customer Service Team Manager will partner closely with various managers within Advocacy; CS Advocacy Client Manager, Quality Coach Team Manager, and Advocacy Client Manager to deliver distinctive customer experiences and our Client Promise.

Responsibilities:

• Partners with the CS Client Manager to improve quality of the CS team, with a focus on quality and individual colleague development.
• Administers CS/HR Policies and evaluates performance management of the Advocates
• Manages compensation/pay for aligned Advocates based on firm wide budgets and guidance
• Executes monthly coaching conversations for all aligned Advocates
• Executes side by side and impromptu coaching of aligned Advocates
• Identifies process improvements/enhancements to desktop tools and client provisions/processes and shares these with CSCM
• Identifies when Advocates are struggling and determine the need for initial or refresher training of aligned Advocates
• Drives individual metrics of Advocates on team (coaching scores, handle times/schedule adherence, etc.)
• Executes the coaching and development of Advocates
• Supports Advocates on calls and cases with Program, Policy and Procedure Knowledge and tool expertise with special focus on customer escalation avoidance.
• Leverages Advocacy reports to manage team and work effectively.
• Spends most of their  time  on the floor with Advocates

Work Experience:

• Call center operations experience
• People Management experience
• Customer Service Desktop tools
• Specific domain and Benefit plan-specific knowledge
• Proficiency in CS and Advocacy tools usage (CSPro, Service Connect, knowledge base, Synapse) are a plus
   
• Proficiency in CS Quality Coaching is a plus
   
• Systems, Internet and Telephony Environment
• Customer Service Principles
• Regulatory and legislative knowledge
• Deep problem solving skills
• Health Advocacy experience a plus

Work Conditions:

• Occasional evening and weekend work to meet deadlines.
• 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 training sessions, presentations, and meetings.

Education:

Bachelor’s Degree and 2 years related experience; or equivalent combination of education and 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 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.