Supervises Customer Care personnel and maintains adherence to Quality Standards.

• Tracks contractor availability
• Ensures that calls are prioritized correctly
• Monitors customer inquiries and logs average handle times
• Maintains optimal use of available resources to make certain that calls are completed within goal.
• Maintains continual awareness of overall status of resource availability and current deployment, and ensures that resources are re-allocated as needed to meet changing needs for service.
• Provides advice and counsel to employees, members, and/or contractors regarding problem resolution
• Handles customers appeals/escalations as needed
• Forwards contractor problems to the appropriate representative