The Client Experience Center Manager will provide department leadership and inspire customer service excellence. The Manager manages the review process for the quality assurance program, executes the department training program, and acts as a resource to facilitate growth and development. The Manager mentors customer service representatives fosters a team environment and monitor performance issues. The Manager manages department metrics and continuously evaluates efforts to identify opportunities for improvement. This position also performs statistical analysis to forecast future call volume, creates the coverage schedule, and serves as a backup for Customer Service Representatives.