Customer Service Manager – Retiree Health Services

Alight Solutions

Customer Service Manager leading inbound and outbound Medicare retiree health call-center teams at Alight. Driving agent performance, compliance, customer service quality, and operational results.

Posted 8/17/2026full-timeRemote • Florida • 🇺🇸 United StatesJuniorMid-Level💰 $50,000 - $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing call center operations, ensuring team accountability for performance metrics, and delivering exceptional customer service. Proficient in coaching and motivating teams to achieve operational excellence and compliance in a fast-paced environment.

Highest-signal resume keywords

Team LeadershipCustomer Service ManagementPerformance Metrics AccountabilityCoaching and MotivationMedicare Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center Operations ManagementPerformance MonitoringAppointment SchedulingCompliance ManagementProblem-Solving

Soft Skills

Excellent CommunicationRapport-BuildingMultitaskingCalm Demeanor

Tools & Technologies

Desktop NavigationWeb Chat ManagementEmail Management

Industry Keywords

MedicareCustomer Service AssociateRetiree Health SolutionsOperational MetricsKey Performance Indicators

About the role

Key responsibilities & impact

Lead a team of inbound and outbound call center agents supporting Medicare-eligible retirees
Drive daily, weekly, and monthly management routines and business results
Ensure the team meets or exceeds key performance metrics
Manage appointment confirmations, courtesy calls, web chat, and email activities
Manage inbound call operations focused on efficiency, referrals, accuracy, compliance, and quality
Monitor Customer Service Associate performance against objectives and goals
Address positive and negative performance issues promptly
Drive accountability and immediate performance improvement
Achieve individual and team targets through coaching, planning, and motivation
Ensure accountability for operational metrics and key performance indicators
Ensure smooth service center operations
Handle and supervise customer complaints and escalations related to Retiree Health Solutions delivery
Partner with Alight teams on CSA skill maintenance, schedule accuracy, process compliance, and stable operational delivery

Requirements

What you’ll need

Ability to multitask
Excellent computer skills and desktop navigation
Calm and professional demeanor in a fast-paced business environment
Excellent written and verbal communication, customer service, and rapport-building skills
Aptitude for understanding insurance details or complex information
Medicare knowledge is a plus
Initiative and good problem-solving skills
2+ years of supervisory or team lead experience
High proficiency in leading agents to overcome objections, engage customers in conversations, and schedule appointments
Ability to effectively change agent behavior and drive improved and sustained results
Successful completion of a background check if offered employment
Work authorization in the Employing Country without current or future visa sponsorship requirement

Benefits

Comp & perks

Health, dental and vision coverages starting Day One
Wellbeing programs
Retirement plans with contribution matching
Generous time off
Parental leave
Continuing education
Career growth opportunities
Flexible working arrangements wherever possible
Competitive total rewards package
Continuing education and training
Potential bonus and/or incentive eligibility determined by role and level
Comprehensive benefits package