Client Interface Manager

Empyrean•Houston, TX

About The Position

The Client Interface Manager provides direct oversight of client support and interaction handling in the service center, while maintaining relationships with clients, other managers, client operations teams and other departments. This role involves analyzing operational workflow to ensure quality, quantity, and efficiency standards are met or exceeded, assisting and advising staff members in resolving problems, and interacting with project teams to provide solutions. The manager will accept and resolve escalated customer service problems, develop and implement action plans to improve customer service delivery, and maintain a high level of professionalism. They will also design, implement, and monitor reports and communications, participate in the development of departmental policies, and schedule and lead meetings with clients and internal teams. Additionally, the role requires discussing quality performance measurement standards, providing feedback and coaching, supporting company programs for employee engagement and career development, and communicating results of quality measurements and service trends to the management team. The manager must be knowledgeable of metrics to meet client service level agreements, monitor and coordinate department functions, and assist with recruitment, hiring, and training. Participation in client implementation planning, documentation, support, and team training is also key, ensuring the team understands client plans and Empyrean systems. Data integrity through proper use of tools, monitoring interaction channels, and performing other job-related duties are expected.

Requirements

Strong analytical and problem solving skills
Strong proficiency in MS Excel
Strong attention to detail and accuracy
Ability to be flexible and work under pressure to meet strict deadlines in a team environment
Strong interpersonal skills suitable for interacting with various departments
Effective verbal and written communication skills
Excellent listening and probing skills
Ability to carry out assigned projects to their completion
Self-starter and team motivator with excellent organizational and time management skills
Ability to lead, motivate, and coach an empowered team
Ability to balance competing priorities and respond timely to requests
Advanced presence with polished and well developed written and verbal communication skills
Bachelor’s degree preferred but not required
In lieu of Bachelor’s degree, equivalent years of experience in customer service, human resources management, benefits administration or a related field
Understanding of health and welfare benefits, COBRA, and retiree direct billing
Health and welfare benefits administration experience preferred
Or, any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered
2 years of Benefit or Insurance Customer Service experience
2+ years of supervisor experience preferably in a call center
2+ years of experience as a Manager at Empyrean
Excellent attendance and punctuality are essential
Must be available to work on 8 hour shift anytime between 7 am – 10 pm, Monday through Friday

Responsibilities

Analyze operational workflow to ensure quality, quantity, and efficiency standards are met or exceeded
Assist and advise staff members in resolving problems and issues that arise with internal and external customers
Interact with project team on a regular basis to determine needs or problems and provide appropriate, feasible solutions
Accept and resolve escalated customer service problems and calls from clients
Develop and implement action plans to improve ongoing customer service delivery for specified clients
Maintain a high level of professionalism and a sense of urgency to ensure client and participant expectations are consistently met
Design, implement and monitor reports and communications on a regular basis
Participate in the development, implementation and improvement of departmental policies and procedures
Schedule and lead meetings with client and internal teams as necessary
Be prepared to discuss quality performance measurement standards for individuals and the department
Provide feedback and coaching suggestions to colleagues and team members
Support company programs to enhance employee engagement and career development for individuals on the team
Communicate to the management team the results of quality measurements, phone statistics, service trends and customer feedback as defined (daily, weekly, monthly, quarterly, etc.)
Be knowledgeable of the metrics to meet client service level agreements and speak to them as needed
Monitor and coordinate department functions to meet metrics required by customers and operations
Assist with recruitment, hiring and training of new employees and ongoing training and support for the team(s)
Participate in client implementation planning, documentation, support and team training.
Ensure the team maintains a thorough understanding of the client’s plans and benefit regulations
Partner with L&D and management to ensure representatives understanding of all Empyrean systems utilized to complete work functions
Ensure data integrity with proper use of case management and other tools
Monitor all interaction channels to allow for full support of customer service deliverables
Participate in customer tours and assist with internal audits and special projects, as requested
Perform other job-related duties as assigned