Healthcare Customer Service Manager - Lead & Develop Teams

GuideWell; Irving (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

WebTPA, a GuideWell Company, is seeking a Customer Service Manager to lead in-office teams in Irving, Texas. You will manage and coach Customer Service Assistant Managers, ensuring strong client relationships and performance metrics.

You will oversee hiring, promotions, and disciplinary actions in partnership with HR and serve as the primary client contact for daily items and updates, driving continuous improvement and staff development.

Qualifications

• 3+ years related work experience in a healthcare call center
• 1+ years direct supervisory/management experience
• Professional verbal and written communication skills for interfacing with internal and external contacts
• Strong knowledge of Microsoft Office

Responsibilities

• Lead and develop Customer Service teams, including Customer Service Assistant Managers
• Oversee hiring, promotions and performance management in partnership with HR
• Provide coaching and performance feedback through 1:1 and team meetings
• Monitor client performance, call volumes, and metrics; propose improvements
• Act as primary client contact for daily items and updates, ensuring client satisfaction
• Collaborate with HR Talent Development on training initiatives and audits

Skills

Call center experience

Supervisory/Management experience

Verbal and written communication

Education

Bachelor’s degree or related equivalent work experience

Tools

Microsoft Office

Job description

WebTPA, a GuideWell Company, is seeking a Customer Service Manager to lead in-office teams in Irving, Texas. You will manage and coach Customer Service Assistant Managers, ensuring strong client relationships and performance metrics.

You will oversee hiring, promotions, and disciplinary actions in partnership with HR and serve as the primary client contact for daily items and updates, driving continuous improvement and staff development.