Customer Care Client Manager I - Virtual

Alight Solutions is a company that champions people and aims to improve lives through a comprehensive benefits ecosystem. The Client Manager I oversees Customer Care call center operations, ensuring exceptional service and strong client relationships while resolving escalations and improving customer experience.

Responsibilities:

• Serving as the primary contact for assigned clients, domains, and internal leadership
• Acting as an escalation point for client issues and ensure timely resolution
• Delivering on contractual and internal performance standards, including key Customer Care metrics
• Managing the Customer Care delivery model, identifying out-of-scope services, and supporting change request processes
• Assisting with new client implementations and change orders
• Partnering with internal teams to provide accurate reporting and insights
• Using data to identify trends, drive outcomes, and support client decision making
• Developing and execute plans to improve customer satisfaction and service quality
• Coaching and mentoring team members, contributing to a culture of excellence
• Sharing client knowledge and supporting knowledge management strategy
• Collaborating with technology teams on system changes and prioritizations
• Applying financial acumen to support client and operational decisions

Requirements:

• Have a minimum of 5 years of call center experience
• Have knowledge of multiple service domains (e.g., CS, DC, DB, HW, HR, Payroll)
• Be familiar with Customer Service best practices
• Have a deep understanding of client requirements, systems, and process flows
• Know Customer Care delivery models and regulatory/legislative considerations
• Understand plan management, operations, and domain functions
• Have knowledge of company policies and manager tools
• Have people management experience