Job DescriptionH&B Support Managers report to a Sr. Manager, H&B Support. This role within the H&B Support team is responsible for supervising a team of Support Specialists committed to providing a high level of service to existing and potential Inspira clients for pre-tax products like HSA and FSA, and additional services like COBRA or Commuter Services. The Manager will leverage data to manage team performance, coach and engage with team members to drive an elevated level of performance, promote ownership and accountability, and evaluate team and individual performance to achieve goals and objectives. Support Managers are expected to be experts in their part of business and will collaborate as a consultant or partner to various workgroups, such as product, digital, account management and operations.Duties & Responsibilities:Continually improve the performance of the team with coaching, skills transfers, 1-1 development, team meetings, and recognition.Supervise a team of Support Specialists that provide daily support and service to account holders. Ensure the team consistently meets established service levels, quality, and survey KPIsEnsure the team in compliant with all phone related metrics, such as schedule adherence, attendance, and After Call TimeShare information gathered from conversations with account holders with the Senior Manager, Product and Sales to provide insight into the client activities and requests to drive future product enhancementsCreate an environment that encourages trust, respect, and transparencyWork cross-functionally with various individuals at all levels of the business, both internally and externally, to maximize serviceMaintain a positive work atmosphere with the team and internal departmentsPartner with the appropriate Employee Relations and Human Resource teams on all employee matters, including but not limited to corrective actions, terminations, performance improvement plans, review cycles, payroll, and leave of absence.Promptly address any escalated client service issues, bringing in internal partners as needed to resolveWork closely with Technology and the Management Team on program enhancementsAs necessary, provide answers to accountholder inquiries regarding Inspira’s products, and services, including taking escalated calls as neededMaintain a professional approach to accountholder service, consistent with Inspira protocol and service levelsCan work all hours that the internal contact center is openOther duties as assignedAdditional Manager Responsibilities:Saturdays shift required based off business needsResponsible for collaborating with the Talent and Acquisition team to recruit and hire new staff.Work with the Training and Quality team to coordinate training for all new hires.Oversee day-to-day workflow of the teamProvide constructive and timely feedback to staff, including conducting mid-year and annual performance reviewsTrack and monitor to ensure all Compliance Training courses are completed timelyCollaborate with HR on any performance related issues related to performance improvement plans. Ensure documentation is detailed, clear, and conciseAssist with call lab coaching and STEP academy as neededCoverage for a peer who is out of officeJob RequirementsEducation & Experience:Education TBD5-7 years of servicing experience in a high volume, fast paced servicing center3+ years of leadership experienceSkills & Abilities:Core competencies- Industry Knowledge, Communication Skills, Judgement and Decision Making, Data Analysis, Innovation, and Employee Development and CoachingPeople-first attitude with the ability to build and maintain relationships while always remaining diplomatic and tactfulAbility to manage in a fast paced, high call volume environment supporting voice, email, and chatStrong coaching and mentoring skills and with the ability to create SMART development plansExcellent analytical skills with a proactive natureStrong aptitude for analyzing data to drive decision making to improve efficiencyStrong organization skills with a drive to meet deadlinesAn affinity for accuracy and efficiencyKnowledge and experience of reimbursement accounts like FSA and HRA for H&BClient focused attitude with the ability to build and maintain relationships while always remaining diplomatic and tactfulAble to transfer knowledge and coach in a 1-1 settingPossesses strong written and verbal communication skillsAble to apply relationship building skills to internal and external clientsHas strong computer aptitude; proficient in Microsoft suite of productsDisplay timely and accurate decision making with an aptitude of prioritizationAbility to operate and navigate several computer systems simultaneously Is detail-oriented, organized, and dependableProactive approach to resolving issuesTakes accountability and ownership of issuesAbility to maintain the highest quality of service and professionalismHigh emotional intelligence and is able to perform well in a collaborative team environmentAbility to solve complex issues, both independently and in a collaborative team environment with a focus on FCR (first call resolution)Working knowledge of Salesforce/Service Cloud preferredBilingual language skills are preferredOther Requirements:Prolonged periods of sitting at a desk and working on a computerJob DetailsJob Type: Full-timeCategory: Client ServiceSalaried: Hourly
