• Coaching and Development – build & maintain a highly engaged & high performing operational team • Ability to accurately assess talent against expectations of the role and cultural engagement • Drive high employee engagement and retention by maintaining and creating a positive working environment • Conduct daily/weekly one on one meetings with direct reports as well as skip level meetings to provide guidance and direction, provide updates, and build synergy within team • Train and develop Supervisors through coaching and mentoring strategies to achieve/exceed customer performance objectives, while maintaining a positive employment environment for Frontline Care Team • Conduct performance reviews on direct reports • Operational Leadership – Complete accountability of Operational delivery of Customer Account(s) • Daily Review of client measurable Key Performance Indicators, to ensure monthly performance goals are on target; create any necessary adjustments as required to meet performance goals • Work alongside Workforce Management to develop and ensure appropriate staffing level requirements are being met and effectively communicated to the Frontline Care Team • Depth in understanding of trends/themes/issues and analysis; develop, implement, and support operating model through determining trends, and creating mitigation strategies, providing recommendations and outline ownership and next steps. This includes realizing expected results of innovation and new strategies • Participate in recruiting processes • Assist in preparing and/or reviewing weekly, monthly, and quarterly monthly account summary reports and/or business performance reviews • Respond on a timely manner to problems and lead resolution efforts and appropriate corrective action • Execute a continuous improvement operating model by identifying opportunities, implementing methods to reduce customer costs, and improve operational performance • Partner and assist the Quality and Training department in identifying training opportunities that support continuous performance improvement and development goals • Lead and/or participate in cross-functional teams supporting continuous improvement initiatives that improve performance, leadership skills, morale, technology solutions • Be the point of contact for Supervisors, and Sr. Manager and or leader in their absence