Health Insurance Customer Service Team Lead

WEB-TPA, Inc.; Irving (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

WEB-TPA, Inc. is seeking an Assistant Manager of Customer Service to lead a team responsible for handling day-to-day customer interactions and escalation issues. The role involves direct supervision, hiring, onboarding, and ensuring performance targets are met on calls.

The ideal candidate will have health insurance industry experience, strong communication skills, and proficiency with Microsoft Office. This on-site role requires coordinating with HR and internal teams to support service

Qualifications

• 2+ years in health insurance industry.
• 1+ years direct supervisory/management experience.
• Related Bachelor's degree or equivalent work experience.
• Excellent verbal and written communication skills are required.
• Proficient in Microsoft Office and business communication tools.

Responsibilities

• Directly manage a team of Client Resolution Specialists and/or Customer Service Representatives.
• Hire new employees with Talent Acquisition; conduct interviews and onboarding.
• Monitor call queues and ensure staffing meets performance guarantees.
• Coach staff and perform 1:1 meetings and performance appraisals.
• Handle escalated calls and assist during high volumes.
• Collaborate with HR on disciplinary actions when needed.
• Support timekeeping, OT requests, and PTO approvals.

Skills

Communication skills

Microsoft Office

Team leadership

Education

Bachelor's degree or related equivalent experience

Job description

WEB-TPA, Inc. is seeking an Assistant Manager of Customer Service to lead a team responsible for handling day-to-day customer interactions and escalation issues. The role involves direct supervision, hiring, onboarding, and ensuring performance targets are met on calls.

The ideal candidate will have health insurance industry experience, strong communication skills, and proficiency with Microsoft Office. This on-site role requires coordinating with HR and internal teams to support service