• Participates in development of performance standards for Customer Service teams, evaluates actual performance against standards, and implements action plans for improvement.
• Manages resource allocation in order to realize efficient production.
• Acts as a liaison between all customer service teams and other departments.
• Develops training and policy development goals and provides oversight to ensure the goals and program are aligned with Customer Service operation goals.
• Maintains decision making authority with regard to clients, employers, vendors, regulators, providers and occasional legislators.
• Works closely with the Customer Service Support Team to continually assess the effectiveness of the Quality Assurance program, and makes recommendations for revisions as needed.
• Performs supervisory functions of departmental recruiting, hiring, training, discipline and counseling.
• Performs performance appraisals on direct reports.
• Assists in preparation of annual department budgets.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

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