Responsible for managing 30 service associates to ensure they met daily quotas and departmental goals. Met on a daily basis for both customer service and claims processing. Resolved critical issues by communicating with supervisors, members, and providers to provide quality customer service. Ensured accurate benefits, eligibility, contracts, and claim information. Monitored daily call activity via CentreVu and evaluated CSR availability, hold, and talk time. Provided support to staff to consistently meet and exceed all quotas and quality control requirements, maintaining 97% accuracy via ACD telephone standards. Coached and provided feedback to all employees with adherence to policies and procedures on a monthly or as needed basis.