• Responsible for the day-to-day operations of Call Center Teams • Work with management on strategic initiatives • Prepare timely reports to management on results of programs • Ensure productivity meets or exceeds service and quality standards • Analyze ACD information reports to set appropriate staffing levels and essential operating days and hours • Monitor incoming/outgoing sales and service calls to measure for accuracy of information and appropriate usage of probing and listening skills • Resolve and track servicing issues escalated by members and staff • Ensure that appropriate new product and policy training is done in a timely manner and communicated to all necessary staff members