Assistant Manager of Customer Service

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. Location: Onsite at 19100 Ridgewood Pkwy San Antonio, TX 78259 What is your impact?: The Customer Service Assistant Manager is responsible for managing a team of Customer Service Representatives with day-to-day responsibilities. What Will You Be Doing: DIRECTLY MANAGE TEAM - 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....