About ThrivePass
We empower our clients, and their employees, to thrive through the personalization of employee benefits and data-driven insights. ThrivePass' purpose is to partner with organizations to create personalized and meaningful employee experiences.
We value our employees, their contributions and strongly believe in employee development. Everything we do is tied to our CARE values, being: Courageous, Authentic, Resourceful and Excellent. Performance at ThrivePass is measured by embodiment of our CARE values and the accomplishment of quarterly Big 3 goals.
About The Role
About the Role. The COBRA Supervisor will work closely with the COBRA Operations Manager and Director of TPA Services and will be accountable for the successful management of the COBRA support team. They will be responsible for overall performance management while maintaining a high level of customer satisfaction.
Responsibilities
Consistently hit personal and team quarterly Big 3 goals while embodying our CARE values. Appropriately assign quarterly goals to individual team members with proper milestones and reporting. Be a subject matter expert in COBRA policy and operating practice; be resource for leadership to define and optimize future standard procedures for COBRA customer support. • Remain up to date on applicable external news and trends that may affect the customer support team. Directly supervise customer support team by holding weekly 1:1’s to review KPI’s and ongoing role expectations. Provide coaching and development to support growth and address performance issues as needed. Complete evaluations by reviewing performance as it pertains to individual goals & adherence to core values on a quarterly and annual basis. Manage phone queue coverage and time-off requests in a professional, data driven manner. • Be the go-to resource for the COBRA support team for unresolved escalations, engaging and escalating to other company resources as needed to bring escalations to resolution. Manage new hire training schedules, alongside the Technical Senior, and associated documentation including maintaining employee onboarding plan templates. Moderate all-team meetings and training sessions to inform the team of updated processes and new features, support questions, escalations, and issue resolution while providing ongoing guidance and support on team priorities and focus areas. • Inform and educate team on internal platform enhancements and changes impacting service delivery. Drive proactive resolution of metric deficiencies and effectively communicate them to the COBRA Operations Manager and Director of TPA Services. • Collect and maintain KPI and call data for the customer support team. This includes preparation of weekly and monthly team wide metrics and weekly individual metrics. Ensure documentation of customer support processes and operational procedures exist for all standard and special processes and modify/maintain as appropriate. Work with the Director of TPA Services and other subject matter experts to define ThrivePass’ future standard procedures for customer support. • Effectively collaborate across operations teams including financial operations, product development and data services. Lead in planning, strategizing and execution of special projects as assigned by COBRA Operations Manager and/or Director of TPA services. Requirements
3+ years experience in COBRA and 2 + years of supervisory experience 1-3 years in customer support leadership position • Exceptional strategic thinking and problem-solving skills Excellent communication and interpersonal abilities Ability to adapt to a rapidly changing environment and manage multiple priorities Strong learning agility and detail orientationSalary Offered
$60,000-$65,000/annually
Benefits Offered
Health, Dental, and Vision InsuranceLife and AD&D InsuranceShort-and long-term disability insuranceMaternity and Paternity Leave401K with employer match5-and 10-year sabbatical programEmployee Assistance Program (EAP)Voluntary BenefitsMonthly Employer Contributions to Employee ThrivePass AccountAnnual Learning and Development FundsGenerous Paid Time Off (PTO) Policy
Portfolio Link
To be considered for the position, please include your portfolio link in the email when submitting your application.
ThrivePass is committed to providing an inclusive and welcoming environment for all team members. We do not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations.
