Client Interface Manager

TL;DR

Client Interface Manager: Providing direct oversight of client support and interaction handling in the service center with an accent on operational workflow analysis, team leadership, and service level agreement management. Focus on resolving escalated customer issues, implementing action plans for service improvement, and ensuring data integrity across all interaction channels.

Location: Must be based in Houston, Texas, USA

Company

hirify.global is a benefits administration and human resources services provider.

What you will do

• Analyze operational workflows to ensure quality, quantity, and efficiency standards are met.
• Resolve escalated customer service problems and provide feasible solutions to project teams.
• Develop and implement action plans to improve ongoing customer service delivery.
• Lead, motivate, and coach an empowered team while supporting employee engagement programs.
• Monitor interaction channels and report on quality performance, phone statistics, and service trends.
• Assist with recruitment, hiring, and ongoing training of team members.

Requirements

• Must be based in Houston, Texas and available for an 8-hour shift between 7 am – 10 pm, Monday through Friday.
• 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 hirify.global.
• Strong proficiency in MS Excel and analytical problem-solving skills.
• Understanding of health and welfare benefits, COBRA, and retiree direct billing.

Culture & Benefits

• Equal Opportunity Employer committed to diversity.
• Focus on professional development and career growth.
• Collaborative team environment with emphasis on performance metrics and quality standards.