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.
Requirements
- 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
- 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 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
- 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
- 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
- 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
Benefits
- Medical, Dental, Vision
- 401(k)
- Life Insurance
- Paid Time Off
- Employee Assistance Program
