Alight

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Customer Care Client Manager, Toronto

Customer Care Client Manager, Toronto

Requisition ID 
2434225
Job Locations 
CA-ON-Toronto
Job Family 
Customer Service Delivery

Responsibilities

Alight Solutions is Looking for a Customer Care Client Manager

 

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 Customer Care business group within Alight Solutions. This position is located in our Toronto, Canada office.

 

Your Impact as a Customer Care Client Manager

Job Responsibilities:

  • Manage Customer Care Client Specialists (CCCS)
  • Partner with Customer Care Team Managers (CCTM) to deliver contractual performance guarantees
  • Client reporting
  • Develop and execute plans to improve customer satisfaction and overall quality with a focus on off-shore and off-phone processes
  • Represent Customer Care perspective and influence decisions by integrating with domains (Benefits and HR BPO), client and shared services.
  • Support new Customer Care implementations and drive existing client change orders
  • Manage Customer Care delivery model, identifying out of scope services, and creating change requests
  • Manage and respond directly to client escalated issues
  • Share client knowledge and needs with Customer Care team
  • Develop knowledge/content management strategy with accountability for CC Desktop tools , such as: CallGuides, CSPro, Reference Database, etc. with support from CCCS

 

You Bring Knowledge and Expertise

 

Education:

  • Bachelor’s degree or equivalent years of industry experience.

 

Required Experience:

  • Call center operations management experience
  • People Management experience a plus
  • Multiple service (DB, HM, HR, Payroll, etc.) business knowledge based on current and projected clients
  • Knowledge of Customer Care best practices and service related best practices (high level)
  • Deep knowledge of client requirements
  • General system environment and process flow
  • Customer Care Delivery model
  • Regulatory and legislative knowledge in multiple service areas
  • Understand of Plan Management/Operations/Domain functions
  • Knowledge of Alight Solutions Policies, Manager Tools and Resources (i.e., Transaction Center, Associate Resource, etc.)

We offer you

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

 

Our Colleague Experience

At Alight Solutions, we are reimaging how people and organizations thrive. To deliver on this purpose, we do things differently. From company leaders to our newest colleagues, we all play a role in bringing our values to life. Every colleague shapes how Alight can become better, stronger and brighter – together. With technology as our catalyst and humanity at our core, we advance each day toward a better future in work and life.

 

About Alight Solutions

As the leading provider of benefits administration and cloud-based HR and financial solutions, we enhance work and life through our service, technology and data. Our 22,000 colleagues across 14 global centers deliver an unrivaled consumer experience for our clients and their people. We are Alight. Reimagining how people and organizations thrive.

 

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.

 

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.

 

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.  

 

 

 

 

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