Lead and coach a Member Care team to deliver high-quality, consistent experiences.
Manage daily ops: queue performance, staffing, attendance, SLA targets.
Own team KPIs (CSAT, QA, productivity, SLAs) and drive data-driven improvements.
Provide ongoing coaching, conduct 1:1s, and implement performance plans.
Ensure compliance with internal policies and regulatory requirements.
Support hiring, onboarding, and development with cross-functional teams.

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