Customer Service Manager-1

Job ID: J123654
Company: Gateway Health Plan
Location: Pittsburgh, PA, United States
Full/Part Time: Full time
Job Type: Regular
Posted at:




This job manages staff to produce high quality work output and throughput and selects, develops and continuously coaches staff to the highest levels of performance.  The incumbent motivates and builds the team through the creation of a work environment and conditions that contribute to highest levels of performance; irresponsible for the broad execution of work processes on work items across a functional process area to meet output levels and performance goals; supports strategic planning; is accountable for client relationships; and is the point of contact for external entities.


  • Communicate effectively.
  • Provide staff with monthly coaching.
  • Manage preparation and implementation of area objectives and ensure these are met in accordance with strategies.
  • Ensure workload standards are met through efficient utilization of staff in collaboration and support of the Command Center, regular audits of relevant systems as well as up to date statistics and reports. 
  • Evaluate trends, customer feedback, and business initiatives and changes and ensure appropriate planning, training, and allocation of resources to successfully achieve desired performance objectives
  • Analyze issues specific to the area and create business cases to support recommendations on further development of the current processes, procedures and staffing. 
  • Daily and ongoing monitoring, observing and evaluating various work processes and individual skills applied in the work place to achieve optimum performance and model behavior.  
  • Other duties as assigned or requested.



  • High School diploma or GED
  • 5  years experience in management role
  • 5 years experience in member services in a large and diverse call center environment. 
  • 3 years experience in the insurance industry and/or a production operation environment
  • 3 years experience presenting and communicating to large audiences
  • 3 years experience utilizing insurance principles, industry practices, operational and system processes, quality control techniques, audit and compliance requirements and financial management skills.
  • 3 years experience utilizing various industry laws and regulations


  • Bachelors degree


  • In-depth knowledge of call center technologies and methods. Makes goals and performance expectations very clear and measurable and provide frequent feedback to the staff relative to those targets. Then praise and reward when performance is achieved or exceeded and execute corrective action, bringing staff to performance expectations.
  • In-depth understanding of the system in which that work is performed – the process, tools and the people – and be able to cost effectively produce the highest levels of high quality output and throughput. This includes knowing how the inputs and outputs of the process area they manage impacts upstream and downstream processes.


Does this role supervise/manage other employees? 



Is Travel Required?

Yes   ×

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
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