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Supervisor, Relationship Management Inbound Team

Location: Irving, TX
Secondary Location(s):
Employment Type: Regular
ID: 5586
# of Openings: 1

Description

Check out the following fantastic career opportunity!

POSITION TITLE

Supervisor, Relationship Management

OVERVIEW AND REPORTING RELATIONSHIP

With general direction and a solid understanding of relationship management, this position monitors, supervises, and oversees day-to-day operations activities to provide best quality service to clients. This includes but is not limited to monitoring daily activity, coordinating work flow, assisting in training and providing Subject Matter Expert (SME) input and recommendations to train and develop Relationship Management (RM) team members.

OTHER REPRESENTATIVE DUTIES

  1. Responsible for supervising the day-to-day operations of assigned relationship management team to ensure the achievement of service level goals and objectives.
  2. Responsible for hiring, and scheduling employees work efforts, training and evaluating employees, coaching, counseling and managing performance, and making salary, merit or other pay increase recommendations.  This position may also make recommendations and/or take corrective action to manage performance as appropriate.
  3. Monitors department workload considering call queue or client request volumes and special projects. Assigns responsibility to team members to ensure staff availability for clients. This includes tracking and approving time-off requests for their assigned team.
  4. Ensures and assists in providing appropriate training to all employees and provide motivation to meet and exceed their designated job responsibilities.
  5. Performs case audits on a regular basis for team members and provides feedback through the scorecard process.
  6. Assist in providing, coaching, mentoring, counseling in conjunction with Managers direction to assist in the assessment of performance.
  7. Acts as another tier of support for client escalations. Opens, tracks and resolves various internal and external customer requests in a timely and accurate manner. When necessary, coordinates and collaborates with various internal departments to resolve customer issues.
  8. In conjunction with management, supports the development and rollout of tactical and long term team goals. Monitors metrics associated with those goals and assess performance. Reports progress and performance to leadership as appropriate.

QUALIFICATIONS

The ability to effectively monitor, supervise and oversee day-to-day operations activities as described as normally obtained through at least three years of account management, project management, client services and/or other time critical service delivery functions is preferred. Experience supervising or acting in a lead capacity is highly desired.

In-Depth knowledge of COBRA/HIPPA and/or Flexible Benefits Administration Services and the related regulatory environment.

Ability to assist in the resolution of escalated client requests.

Must possess strong written and verbal communication skills. 

Ability to work independently and assess situations quickly and make logical and appropriate decisions.

Provide an example of leadership and possess excellent interpersonal skills.

Self-motivated, flexible, team player, able to motivate others.

Ability to function in high process/pressure environment.

Ability to multitask and direct project to successful closure.

Good facilitation skills to effectively manage team and client meetings, in person or via conference call.

Mature and professional in attitude and appearance. 

Ability to influence and persuade others to achieve desired outcomes. 

Excellent organizational, planning, and prioritization skills.

EDUCATION

A thorough knowledge and understanding of business and technology as normally obtained through a Bachelor’s Degree in business or equivalent major.

LOCATION

Irving, TX

Build Your Career at WageWorks!

WageWorks enables millions of people to save money on critical expenses like healthcare, dependent care, and commuting, through Consumer-Directed Benefits, such as Health Savings Accounts (HSAs), Flexible Spending Accounts (FSAs), Health Reimbursement Arrangements (HRAs) and Commuter Benefits. WageWorks is a leader in the industry serving more than 6.5 million people for over 100,000 employers, including 63% of the Fortune 500 and numerous public sector clients. 

WageWorks believes that our success is achieved by its People. Values describe how we work together to achieve our success. It is our employees that drive results through living our Company Values. Every employee at WageWorks is expected to uphold and demonstrate the six Company Values listed below as an additional component of the job description and as a standard of individual performance.

Customer-Centric: Our Customer comes first. We aim to serve our Clients and their employees, our brokers and partners, as well as our internal customers.

Caring: People are at the heart of our company. We care about people: our Clients, our Clients’ employees and their families, our partners, and local communities, and our fellow employees at WageWorks.

Passionate: We love what we do and are passionate about delivering Consumer-Directed Benefits that save people money and enrich their lives.

Accountable: We are dedicated to making our team and the company succeed, and we are open, honest, ethical and conscientious, as we deliver on our commitments.

Leading: Our actions inspire new ideas and drive change each and every day.

Respectful: We value the diversity of our people, treat them with dignity and respect, encourage their development and reward their performance.

Why Work for WageWorks?

If you're looking for a career that provides plenty of growth opportunities, responsibility, and interesting challenges to tackle, you will find it here.

If you want to join a fast-moving, high-growth, exciting company that's a market leader, you’re looking in the right place.

But mostly, if you want to help people live happier, healthier, and more productive lives, then you’ll want to work for WageWorks.

 

WageWorks provides equal employment opportunity without regard to pregnancy, childbirth or related medical conditions, race, religious creed, color, national origin or ancestry, citizenship, mental or physical disability (including HIV and AIDS), medical condition, veteran or military status, marital or registered domestic partnership status, age, sex, sexual orientation, genetic information, gender identity or any other basis protected by federal, state or local law, ordinance or regulation.

Employment will require successful completion of a background check.

Equal Opportunity for Disabled Veterans, Recently Separated Veterans, Other Armed Forces Service Medal Veterans.

Drug free workplace.





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