Customer Service Manager-Retiree Health Solutions-Temporary
Home Health Focus AI’s mission is to help home healthcare professionals find meaningful opportunities that prioritize patient care. We identify and verify roles directly from care providers; we are not a staffing firm or agency.
At Alight, we believe a company’s success starts with its people. Our values—purposeful, human, united, and growth-minded—reflect an inclusive culture that empowers clients to build a healthier, more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management.
Benefits
- Health, dental, and vision coverage starting Day One
- Wellbeing programs
- Retirement plans with company contribution matching
- Generous time off and parental leave
- Continuing education and career growth opportunities
- Global organization with flexible working arrangements
About the Role
The One Source Customer Service Manager leads a team of agents handling inbound and outbound calls, driving performance in a fast-paced, evolving industry. The role requires a proactive, patient, and honest team player.
Responsibilities
- Drive results through daily, weekly, and monthly management routines
- Ensure the team meets or exceeds all key metrics
- Manage outbound activities (appointment confirmations, courtesy calls, web chat, email)
- Oversee inbound call efficiency, referrals, accuracy, compliance, and quality
- Monitor and address each associate’s daily performance against monthly objectives
- Provide timely feedback on both positive and negative performance issues
- Drive accountability and immediate improvement toward results
- Achieve individual and team targets through coaching, planning, and motivation
- Adjust team performance to meet key performance indicators
- Handle and supervise all customer complaints related to associates or service delivery
- Partner with designated teams to ensure proper operational delivery
Requirements
- Demonstrated ability to maintain a calm, professional demeanor in a busy environment
- Strong understanding of insurance or complex information
- Ability to multitask, with proficient computer and desktop navigation skills
- Exceptional written and verbal communication skills
- 2+ years of supervisory or team lead experience
- 2+ years of experience handling complex processes, problem-solving, and analytical tasks
Alight is committed to inclusion, celebrating differences, and fostering an environment where everyone feels valued, respected, and supported. Diverse teams drive stronger innovation and success.