• Lead and support a team of Member Engagement Representatives. • Partner with the department Manager to run a successful call center operation. • Monitor realtime performance and provide coaching, feedback, and development. • Guide team members through escalations and ensure timely, thorough resolution. • Oversee daily tasks, queue management, shift coverage, and work allocation. • Ensure adherence to policies, performance expectations, and quality standards. • Document performance, provide redirection when needed, and celebrate wins. • Collaborate across teams including Client Success, Network Partners, Product and Operations to resolve issues and align on goals. • Participate in projects, initiatives, and team meetings as assigned. • Identify and support process improvements to enhance efficiency and member experience. • Navigate a dynamic, startuplike environment with patience, flexibility, and curiosity.