• Lead daily operations and manage administrative tasks for assigned teams. • Act as a liaison between frontline teams and cross-functional departments. • Provide hands-on support during peak times and resolve complex customer issues. • Monitor, track, and report on key performance indicators (KPIs) and service metrics. • Balance operational excellence, productivity targets, and team engagement. • Model and promote exceptional customer service standards. • Coach and support team members to achieve performance, accuracy, and service goals. • Conduct performance audits and deliver actionable feedback to drive improvement. • Facilitate effective team communication and ensure accurate documentation. • Support team development through training, coaching, and recognition. • Ensure compliance with all company policies, procedures, and service standards. • Develop team members through training, coaching, and recognition • Ensure compliance with company policies and procedures • Identify and implement opportunities for operational or service improvements. • Partner with HR on hiring, development, and performance management. • Handle sensitive member information, including personal and confidential financial data, with discretion and in accordance with HIPAA and company protocols. • Foster a positive, collaborative, and retention-focused team culture.