Manager of Customer Service

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

Get To Know Us!

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.

Key position details:

This is an in-office position at 6535 SH 161 Irving Texas 75063

What is your impact?

The Customer Service Manager is accountable for achieving business results through the application of effective leadership and management processes with a special emphasis and focus to assigned clients and effectively managing and maintaining client relationships.

What Will You Be Doing:

Supervisory Responsibilities:

• Managing Customer Service Assistant Managers
• Directly accountable for hiring and promotion within WebTPA
• Provides direction and coaching on performance of AMCS and their teams (direct and indirect reports).
• Conducts 1:1 meetings for updates and performance appraisals.
• Issues disciplinary measures in partnership with HR.

Primary Contact for Clients on Day-to-Day Items and Updates:

• Manage client relationships as primary contact for daily items
• Monitors Client Performance Guarantees
• Responsible for internal reports indicating call volumes, success factors behind metrics with suggested proposals based on feedback from client and analysis.
• Consistently reviews team performance metrics in conjunction with client satisfaction and advises on areas for improvement and additional training necessary to be successful.
• Resolves customer service issues by researching plan coverage, history, and routinely educating clients, customers and members with findings via updates to Sr. Manager Ops, and Director Ops.
• Partners with HR Talent Development for training initiatives on team specific to performance metrics and internal reporting and internal audits.

Required Qualifications

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

Required Education:

• Related Bachelor’s degree or additional related equivalent work experience

What We Can Offer YOU!

To support your wellbeing, comprehensive benefits are offered. As a WebTPA employee, you will have access to:

• Medical, dental, vision, life and global travel health insurance
• Life insurance, Short- and long-term disability programs
• Leave programs to support personal circumstances.
• 401(k) includes employer contribution match
• Paid time off, volunteer time off, and 11 holidays
• Additional voluntary benefits options avaliable
• Comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for interns and part-time employees may differ.

General Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects.

Jobs are sedentary if traversing activities are required only occasionally.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.