Customer Care Operations Consultant - Virtual

📋 Description

• • As a Customer Care Operations Consultant (CCOC) at Alight, Inc., you will be at the forefront of optimizing service delivery and driving business outcomes within our dynamic Customer Care operations. This strategic role is designed for a forward-thinking individual who can blend deep workforce management expertise with a data-driven consulting approach. You will guide operational leaders through the exciting landscape of emerging technology, automation, and AI-driven transformation, ensuring Alight remains a leader in benefits solutions.
• • Your primary responsibility will be to oversee the daily operations of our contact centers, with a keen focus on meeting and continuously optimizing key performance indicators (KPIs) such as Service Level, Average Handle Time (AHT), Occupancy, and Adherence. You will proactively identify and eliminate non-value-added work, leveraging cutting-edge automation and predictive tools to significantly enhance operational efficiency and effectiveness.
• • You will lead and champion continuous improvement initiatives, streamlining workflows by integrating AI-enabled forecasting, scheduling, and advanced analytics systems. This involves a proactive approach to adopting new technologies that can revolutionize how we manage our workforce and serve our customers.
• • A crucial aspect of this role is partnering effectively with cross-functional teams, including Delivery, IT, and Product, to establish and standardize best practices. Your efforts will drive consistency and excellence across our global operations, ensuring a unified approach to service delivery.
• • You will be instrumental in evaluating and piloting emerging AI and automation technologies. The goal is to identify solutions that not only enhance efficiency but also significantly improve both the customer and agent experience, making Alight's contact centers a benchmark for innovation.
• • Collaboration with our Operations Technology & Transformation teams will be key to integrating AI-driven workforce management tools. You will ensure these tools are scalable, reliable, and adhere to ethical data usage principles, safeguarding our data and our customers' trust.
• • A core function is translating complex AI-generated insights into clear, actionable strategies for staffing, performance management, and resource allocation. Your ability to demystify data and present practical solutions will be vital for operational success.
• • You will act as a change leader during the rollout of new automation or technology initiatives. Your role will be to ensure a smooth adoption process, manage stakeholder expectations, and demonstrate measurable positive impacts on operations.
• • Serving as a trusted advisor to stakeholders and peers, you will proactively identify operational risks and uncover new opportunities. Your recommendations will be firmly rooted in data analytics and deep operational insight, providing a solid foundation for strategic decision-making.
• • You will develop and present forward-looking capacity and staffing strategies. These strategies will be informed by evolving client volumes, AI containment rates, and changes in our service models, ensuring Alight is always prepared for future demands.
• • Close partnership with finance and recruiting teams will be essential to develop resource plans. These plans must align with automation-driven efficiencies and anticipate future skill requirements within the workforce.
• • You will support executive decision-making by crafting clear, compelling narratives. These narratives will be built upon robust analytics and insightful operational understanding, enabling informed strategic choices.
• • A significant part of your role will involve mentoring Capacity Managers. You will focus on developing their analytical acumen, technical skills, and consultative capabilities, fostering a high-performing team.
• • You are expected to foster a culture of curiosity, adaptability, and continuous learning within the operations organization. This involves encouraging experimentation, embracing change, and promoting professional development.
• • Ultimately, your contributions will directly impact Alight's ability to deliver exceptional customer care, drive operational excellence, and achieve its strategic business objectives in an increasingly technology-driven world.