Client Interface Manager

JOB DESCRIPTION: Client Interface ManagerCLASSIFICATION: ExemptJob SummaryThe 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.Essential Duties And ResponsibilitiesAnalyze operational workflow to ensure quality, quantity, and efficiency standards are met or exceededAssist and advise staff members in resolving problems and issues that arise with internal and external customersInteract with project team on a regular basis to determine needs or problems and provide appropriate, feasible solutionsAccept and resolve escalated customer service problems and calls from clientsDevelop and implement action plans to improve ongoing customer service delivery for specified clientsMaintain a high level of professionalism and sense of urgency to ensure client and participant expectations are consistently metDesign, implement and monitor reports and communications on a regular basisParticipate in the development, implementation and improvement of departmental policies and proceduresSchedule and lead meetings with client and internal teams as necessaryBe prepared to discuss quality performance measurement standards for individuals and the departmentProvide feedback and coaching suggestions to colleagues and team membersSupport company programs to enhance employee engagement and career development for individuals on the teamCommunicate 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 neededMonitor and coordinate department functions to meet metrics required by customers and operationsAssist 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 regulationsPartner 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 toolsMonitor all interaction channels to allow for full support of customer service deliverablesParticipate in customer tours and assist with internal audits and special projects, as requestedPerform other job-related duties as assignedRequired Skills And AbilitiesStrong analytical and problem solving skillsStrong proficiency in MS ExcelStrong attention to detail and accuracyAbility to be flexible and work under pressure to meet strict deadlines in a team environmentStrong interpersonal skills suitable for interacting with various departmentsEffective verbal and written communication skillsExcellent listening and probing skillsAbility to carry out assigned projects to their completionSelf-starter and team motivator with excellent organizational and time management skillsAbility to lead, motivate, and coach an empowered teamAbility to balance competing priorities and respond timely to requestsAdvanced presence with polished and well developed written and verbal communication skillsKnowledge, Experience And/Or Education Requirements Bachelor’s degree preferred but not requiredIn 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 billingHealth and welfare benefits administration experience preferredOr, any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered2 years of Benefit or Insurance Customer Service experience2+ years of supervisor experience preferably in a call center2+ years of experience as a Manager at EmpyreanOther RequirementsExcellent attendance and punctuality are essentialMust be available to work on 8 hour shift anytime between 7 am – 10 pm, Monday through FridayDisclaimer: Managers have the right to assign or redesign the responsibilities of the above mentioned job description without notice and at any timeEmpyrean is an Equal Opportunity Employer: including disability and protected veteran status