Lead a team of Member Support Representatives, providing regular coaching, feedback, and performance reviews. Lead onboarding and ongoing training, including live call shadowing and ticket-handling ramp-up. Set clear expectations and hold team members accountable to 30/60/90-day milestones and ongoing performance targets. Foster a collaborative, high-accountability team culture that balances empathy with resilience. Monitor individual and team performance against key metrics, including call volume, ticket resolution, and quality/manager feedback. Identify coaching opportunities and performance trends; proactively address gaps. Ensure adherence to scheduling, staffing coverage (including evening and weekend needs), and service level expectations. Complete consistent QA reviews with timely feedback and ongoing coaching. Serve as the first point of escalation for member issues that exceed representative-level resolution. Partner with cross-functional teams to resolve member and operational issues. Communicate clearly and professionally with internal stakeholders, translating team-level trends into actionable insights for leadership. Manage day-to-day team workflow, including balancing live call coverage with ticket queue management. Identify process gaps or inefficiencies and recommend improvements to reduce escalations and missed-call volume. Maintain accurate documentation of team performance, coaching notes, and process changes.