Lead a team of Enrollment & Clinical Operations Managers/Supervisors/Agents in a call center environment, through the implementation of the business plan and with excellent people skills. Establish a customer-focused culture by implementing and managing initiatives and measurement tools that aim to achieve sales, customer satisfaction, loyalty and retention. Responsible for leading the daily operations of the team to include work assignments, staffing, training, coaching, data/campaign management and evaluating team members. Responsible for the strategy and building of Teams to affectively execute the engagement of participants into the preventive and intervention medical programs offered by the Client’s respective health insurance company. Responsible for the leadership training & development of frontline management with a focus on Net Promoter Score and the understanding of the value it brings to the customer experience.