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