Assistant Manager of Customer Service

WebTPA • San Antonio, TX

21h • Onsite

About The Position

WebTPA, a GuideWell Company, is a healthcare third-party administrator with over 30+ years of experience building unique benefit solutions and managing customized health plans. The Customer Service Assistant Manager is responsible for managing a team of Customer Service Representatives with day-to-day responsibilities.

Requirements

• 2+ years related work experience in the health insurance industry
• 1+ years direct supervisory/management experience
• Excellent verbal and written communication skills are required.
• Qualified candidates will have a pleasant and professional phone voice.
• Ability to communicate to a variety of audiences to ensure a clear and concise message.
• Must possess good, basic computer skills.
• Able to demonstrate proficiency in Microsoft Office
• Related Bachelor’s degree or additional related equivalent work experience

Responsibilities

• Serve as SME and primary point of contact for all escalation issues.
• Directly accountable for hiring new employees which includes partnering with Talent Acquisition team, conducting interviews, feedback and approvals.
• Manages Onboarding plan for new hires, coordinates with Talent Development training plans, check-ins and progress reports.
• Monitor and manage call queues; assess and assign CSR day to day deliverables, make adjustments when necessary to ensure appropriate staffing in queues and that performance guarantees are being met.
• Review call metrics and updates to team and individuals for errors and best practices. Partner with Internal Audit and Auditors in assessing metrics and areas of concern or improvement.
• Coach employees on performance. Checks in with employees on a regular basis via 1:1 meeting. Makes recommendations to CSR’s and to Sr. Management for areas of opportunity. Conducts performance appraisals.
• Reward and recognize team members for successfully performing goals and objectives and fosters a team environment upholding company mission, vision, values.
• Partners with HR on issuing any disciplinary issues and terminations complying with established processes and procedures to ensure compliance and fairness.
• Serve as Timekeeper reviewing timecards. Submits requests for OT to Sr. Manager & Leadership for approval. Reviews and approves or denies PTO request based on needs of business.
• Manage and assist with dedicated email address boxes for clients.
• Handle escalated calls from clients, members and providers. Ensure escalation calls are resolved in a timely manner.
• Assist by taking incoming calls as backup during high call volumes and in the absence of team members.
• Escalate calls to other departments when appropriate.
• Make call backs to customers as needed.
• Complete special projects.

Benefits

• Medical, dental, vision, life and global travel health insurance
• Income protection benefits: life insurance, Short- and long-term disability programs
• Leave programs to support personal circumstances.
• Retirement Savings Plan includes employer contribution and employer match
• Paid time off, volunteer time off, and 11 holidays
• Additional voluntary benefits available and a comprehensive wellness program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager