Insurance Operations Manager

hace 3 días

San Francisco, Heredia, Costa Rica Auxis A tiempo completo

About Auxis

Auxis prioritizes employee growth and development to help you advance your career. The company culture empowers employees to be their best in the interest of a common team goal.

We are constantly striving to improve our culture and environment, investing in tools to continue having better visualization of the organization's pulse.

Job Summary: The Insurance Verification Team Lead provides professional business and customer service support, assisting Auxis client services teams to ensure high levels of customer satisfaction and productivity.

The primary customer interface for trouble calls, the Team Lead supports, directs, monitors, and coaches assigned agents in all areas of job performance, including consumer contact processing, problem resolution, and work planning.

The Team Lead works with the Customer Service Supervisor to monitor overall team performance, achieving target transactional volume and quality measures while following contractual and operational standards.

Responsibilities:

  • Manages team productivity and utilization-focused on Client-Specific KPIs and Goals set by AUXIS Management.
  • Designs and implements process improvements.
  • Supports the administration of management tasks associated with payroll, separations, Leaves of Absence (LOA), Short Term Disability (STD), and on-boarding of new hires.
  • Monitors overall team workload and reallocate/delegate tasks as necessary to ensure optimal team efficiency.
  • Builts morale, establishes an atmosphere of team camaraderie, and promotes a common team identity.
  • Conducts weekly team meetings to discuss and identify issues of interest and concern, as well as weekly 1:1 check-ins with each team member.
  • Communicates and enforces local office policies, including time tracking requirements.
  • Assigns mentors to new hires and monitors the progress of both mentors and mentees.
  • Captures and distributes Daily Status reports.
  • Responsible for performing Quality evaluations per agent.
  • Assesses team talent, identifying stronger and weaker performers.
  • Creates PIPs and defines supportive actions on low performers.

Requirements:

  • English - Spanish Language (Oral and writing 90 % or higher), (C1 or above).
  • The resource will adjust its schedule based on the account needs.
  • High School Diploma.
  • Previous experience leading teams/personnel.
  • One year of work-related experience required.
  • Leadership courses and workshops will be considered an asset.
  • Possess strong leadership skills, including the ability to influence others, develop team members and manage conflict.
  • Proven ability to effectively lead through change.
  • Effective oral and written communication skills.
  • Demonstrated ability to link specific activities to desired results.
  • Proven interpersonal skills are necessary to interact effectively with customers and employees of all levels within the organization.
  • Ability to use appropriate analysis, judgment and logic when solving problems and making decisions.

Benefits:

  • Health benefits including medical, vision, and dental.
  • Transportation subsidy.
  • Asociacion Solidarista.
  • Training and development programs.
  • Employee recognition program.
  • Paid time off and family-paid leave.
  • Paid day off for your birthday.

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