Empyrean · 1 day ago
Service Center Team Manager
Houston - Headquarters, 2103 CityWest Blvd, Houston, Texas, United States of America
Full-time
Onsite
Mid, Senior Level
2+ years expEmpyrean is a company focused on client services, and they are seeking a Service Center Team Manager to oversee the operations of various teams. The role involves analyzing workflows, providing staff support, and ensuring compliance with client service standards.
ComplianceEmployee BenefitsHuman ResourcesSoftwareWellness
Responsibilities
Analyzes operational workflow to ensure quality, quantity, and efficiency standards are met or exceeded
Assists and advises staff members in resolving problems and issues that arise with internal and external customers
Interacts with project team on a regular basis to determine needs or problems and provide appropriate, feasible solutions
Establishes, builds, and maintains positive working relationships to ensure that all data is processed according to policy
Designs, implements and monitors reports and communications on a regular basis
Participate in the development, implementation and improvement of departmental policies and procedures
Develop, monitor, and adjust as necessary, quality processes to provide performance measurement standards for individuals and the department
Provide feedback and coaching via regular one-on-one meetings
Conduct formal performance appraisals and appropriate disciplinary action in a timely manner as well as in accordance to Empyrean Benefit's Human Resources policies and procedures
Ensures that the team maintains a thorough understanding of the client's plans and benefit regulations by periodically testing their knowledge
Provide team development activities; motivate the team to ensure high morale and service
Monitor and develop programs to enhance employee recognition and career development for individuals on the team
Maintain a high level of professionalism and sense of urgency to ensure client and participant expectations are consistently met
Complete and report to the management team the results of quality measurements, phone statistics, customer usage, service trends and customer feedback as defined (daily, weekly, monthly, quarterly, etc.)
Assist with the 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 adequate phone coverage to meet client service level agreements
Monitor and coordinate department functions to meet deadlines required by customers and operations
Train CSR's on Case Management and related systems
Ensure data integrity with proper use of case management and other tools
Monitor the telecommunication services, email, web chat, and fax requirements to allow for full support of customer service deliverables
Ensure compliance with Federal, State and Local laws
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
Participate in customer tours and assist with internal audits and special projects, as requested
Other duties as assigned
Qualification
Required
Successful candidates must demonstrate a strong customer service focus with previous inbound call center experience preferred
Strong analytical skills
Positive, helpful approach to problem solving
Excellent listening and probing skills
Above average keyboarding skills
Excellent attendance and punctuality are essential
Must be available to work an 8 hour shift anytime between 7:00am - 7:00pm, Monday through Friday
Strong attention to detail and accuracy
Good organizational skills
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
Ability to read, write and verbally communicate effectively in English
Ability to carry out assigned projects to their completion; ability to establish and maintain effective working relationships with co-workers, customers, prospective customers and vendors; ability to maintain confidential and sensitive information; ability to understand and follow instructions
Self-starter and team motivator with excellent organizational and time management skills
Fast learner, quality consciousness and committed to deadlines
Demonstrated ability to lead, motivate, and coach an empowered team of CSR's
Excellent problem solving and analytical skills; proven ability to research, follow up and resolve complex issues or problems surfaced by the team
Ability to create a team setting that encourages both individual and team accomplishments; ability to establish goals and evaluate the performance of team members
Ability to manage multiple projects
Technical skills including Microsoft Office Suite; strong proficiency with MS Excel
Effective verbal and written communication skills
Understanding of health and welfare benefits, Section 125 FSA claim processing, COBRA, and retiree direct billing
Demonstrated negotiation skills
Demonstrated professionalism and sense of urgency to ensure client expectations are consistently met
Work involves walking, talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms. Vision abilities required by this job include close vision and the ability to adjust focus
The employee may be required to lift, and/or carry up to 10 pounds
The noise level in the work environment is usually moderately quiet
Preferred
Bachelor's degree preferred, or any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities
2-5 years' supervisor experience preferably in a call center
At least two years previous Benefit or Insurance Customer Service experience preferred
Health and welfare benefits administration experience preferred
Strong verbal and written communication skills required
Company
Empyrean
Established in 2006, Empyrean is a leading technology SaaS company empowering organizations with innovative technology and a service-first approach that accelerates employers’ benefits and employee retention strategies.
501-1000 employees
H1B Sponsorship
Empyrean has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (3)
2022 (1)
2021 (5)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$52.99MKey Investors
FTV Capital
2019-11-25Acquired
2015-04-10Series Unknown· $10M
2013-02-27Series Unknown· $41.19M
Leadership Team
Kelly Clark
Chief Information & Technology Officer
Recent News
2024-01-20
Company data provided by crunchbase