Customer Care Operations Consultant (Temporary) - Virtual at Alight

United States

$82k - $105k

Our story At 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 “Be Alight.” Our Values: Champion People – be empathetic and help create a place where everyone belongs. Grow with purpose – Be inspired by our higher calling of improving lives. Be Alight – act with integrity, be real and empower others. It’s why we’re so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work. Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight. Learn more at careers.alight.com. The Customer Care Operations Consultant (CCOC) is a strategic partner responsible for optimizing service delivery, workforce performance, and business outcomes across Alight’s Customer Care operations. This role blends workforce management expertise with data-driven consulting, guiding operational leaders through emerging technology, automation, and AI-driven transformation. The CCOC must be flexible, forward-thinking, and capable of pivoting strategies quickly in a dynamic environment. This is a temporary position. Key Responsibilities Oversee daily contact center operations, ensuring KPIs (Service Level, AHT, Occupancy, Adherence) are met and continuously optimized. Identify and reduce non–value-added work, leveraging automation and predictive tools to improve efficiency. Lead continuous improvement initiatives to streamline workflows through integration of AI-enabled forecasting, scheduling, and analytics systems. Partner with cross-functional teams to standardize best practices and drive consistency across global operations. Evaluate and pilot emerging AI and automation technologies that enhance customer and agent experience. Collaborate with Operations Technology & Transformation to integrate AI-driven workforce management tools, ensuring scalability and ethical use of data. Translate complex AI insights into actionable staffing, performance, and resource strategies. Serve as a change leader during automation or technology rollouts, ensuring smooth adoption and measurable impact. Serve as a trusted advisor to stakeholders and peers, identifying operational risks and opportunities with data-backed recommendations. Provide forward-looking capacity and staffing strategies based on evolving client volumes, AI containment rates, and service model changes. Partner with finance and recruiting to build resource plans that align with automation-driven efficiencies and future skill needs. Support executive decision-making through clear, consultative storytelling rooted in analytics and operational insight. Mentor Capacity Managers, developing their analytical, technical, and consultative capabilities. Foster a culture of curiosity, adaptability, and continuous learning within the operations organization. Collaborate across Delivery, IT, and Product teams to ensure aligned, end-to-end operational outcomes. Qualifications 3+ years in workforce or operations consulting within a customer care or shared services environment. Proven ability to interpret operational data and translate insights into actionable strategies. Advanced proficiency in Excel and strong analytical problem-solving skills. Excellent communication, presentation, and stakeholder engagement skills. Demonstrated adaptability in fast-changing business or technology landscapes. Experience with AI-driven or automated workforce management tools (e.g., Genesys Cloud, NICE, Verint, Tableau). Background in AI readiness, automation design, or digital transformation initiatives. Certification or experience in Agile project management or change leadership. Alight requires all virtual interviews to be conducted on video. Flexible Working So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 5 years in a row. Benefits We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as several voluntary benefit options. By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position. Our commitment to Inclusion We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future. As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@alight.com. Equal Opportunity Policy Statement Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ disabled persons, disabled veterans and other covered veterans. Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting their recruiter. Authorization to work in the Employing Country Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight. Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units. We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. Salary Pay Range Minimum : 82,000.00 USD Maximum : 105,000.00 USD Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - Alight DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units. Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.