Business Member Support Center - Sup - Business Member Support Service Center (Full-Time)

Supervise daily operations of the Contact Center, including scheduling, task assignment, workflow management, and adherence to service-level agreements. Handle escalated and complex inquiries to ensure timely resolution and member satisfaction while monitoring performance metrics such as call quality, average handle time, and customer satisfaction scores. Lead training and development initiatives, conduct regular call calibrations, and implement process improvements to enhance efficiency and accuracy. Conduct risk assessments and compliance checks to ensure adherence to regulatory requirements and internal policies. Manage key performance indicators and reporting to drive team productivity and operational efficiency. Support the Department Manager across all departmental functions, including strategic planning and performance evaluation.