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AS
Alight Solutions LLC
Senior Service Manager
Career Insights for Customer Service Manager (General)
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Scorecard
Based on Illinois data
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What they do
A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
$85,232 / year median in Illinois
-2% projected decline
Job Description
Designation-Senior Service Manager (SSM)Key ExpectationsOwn overall performance of the team and ensure delivery of agreed client outcomes.
Consistently meet or exceed internal and client Service Level Agreements (SLAs).Drive high standards of service delivery through effective planning, execution, and monitoring.
Proactively manage risks, escalations, and mitigation plans to ensure uninterrupted delivery.
Build a sustainable delivery model with a strong focus on quality, efficiency, and client satisfaction.
Lead, coach, and develop team members to drive performance, engagement, and growth.
Required SkillsStrong people management and leadership capabilities.
Proven experience in operations and/or technology delivery environments.
Strong stakeholder and client management skills.
Analytical and critical thinkingAccountability and ownershipAbility to plan, monitor, and optimize resources based on demand and business priorities.
Strong analytical, problem solving, and decision-making skills.
Effective communication and coaching skills.
Role DescriptionThe Senior Service Manager (SSM) is a working manager accountable for the overall performance of the team and its members. The role is responsible for delivering agreed client outcomes by leading, coaching, and managing teams, proactively engaging stakeholders, and ensuring consistent adherence to internal and client SLAs. The SSM oversees all aspects of delivery across operations and technology, including planning and managing work, empowering teams, monitoring progress, and acting as an escalation point for delivery risks. The role defines measurable success indicators, builds strong customer and client relationships, and ensures a sustainable delivery model that consistently meets contractual performance standards.
The incumbent is responsible for resource planning, workload distribution, managing unplanned absenteeism, and ensuring all daily, weekly, and monthly deliverables areOur storyAt Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to \
Consistently meet or exceed internal and client Service Level Agreements (SLAs).Drive high standards of service delivery through effective planning, execution, and monitoring.
Proactively manage risks, escalations, and mitigation plans to ensure uninterrupted delivery.
Build a sustainable delivery model with a strong focus on quality, efficiency, and client satisfaction.
Lead, coach, and develop team members to drive performance, engagement, and growth.
Required SkillsStrong people management and leadership capabilities.
Proven experience in operations and/or technology delivery environments.
Strong stakeholder and client management skills.
Analytical and critical thinkingAccountability and ownershipAbility to plan, monitor, and optimize resources based on demand and business priorities.
Strong analytical, problem solving, and decision-making skills.
Effective communication and coaching skills.
Role DescriptionThe Senior Service Manager (SSM) is a working manager accountable for the overall performance of the team and its members. The role is responsible for delivering agreed client outcomes by leading, coaching, and managing teams, proactively engaging stakeholders, and ensuring consistent adherence to internal and client SLAs. The SSM oversees all aspects of delivery across operations and technology, including planning and managing work, empowering teams, monitoring progress, and acting as an escalation point for delivery risks. The role defines measurable success indicators, builds strong customer and client relationships, and ensures a sustainable delivery model that consistently meets contractual performance standards.
The incumbent is responsible for resource planning, workload distribution, managing unplanned absenteeism, and ensuring all daily, weekly, and monthly deliverables areOur storyAt Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to \