.**Position Summary**This position reports to the Member Services Manager and is responsible for overseeing the department's daily operation with emphasis on employee satisfaction and retention. The job requires extensive knowledge of the business and its partners both internal and external. The person filling this role must be driven and the focus must be on exceeding the department's goals and expectations which include but is not limited to revenue generation, process implementation, employee development, hiring and progressive discipline.**Essential Functions**- Demonstrate leadership by role modelling in action and words- Provide daily direction and communication to Member Services agents so that calls are answered in a timely efficient and knowledgeable manner. Respond to and resolve employee relation issues expressed by team members; create and support highquality work environment so team members are motivated to perform at their highest level.- Work with Supervisors and other support staff to deliver excellent customer service and obtain monthly KPI's (i.E., Revenue, Service Level, and Quality Assurance).- Use coaching and mentoring to empower employees to take responsibility for their jobs, goals and growth.- Manage and improve performance monitoring, problem resolution and system audits to ensure the staff is exceeding expectations.- Maintain a high-level of professionalism with all communication channels internally and externally. Maintains a high level of integrity and does not participate in negativity or non-constructive behaviors.- Manage all client/member escalations related to the department. Must ensure resolution in a timely manner and follow through are completed.- Respond to problems that arise daily; work with relevant department personnel to resolve where possible; review and investigate all complaints concerning the operations of areas of responsibility with appropriate staff to ensure speedy resolution and respond to appropriate parties.- Inform leadership team of any issues, emergencies or opportunities that become present on the floor.- Must have open availability based on the need of the business.- All other duties and projects as assigned by Member Services Manager**Other Duties**Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.Ø **Member Services Supervisor (Spanish & English)**Ø **Attendance Bonus**Ø **Savings Fund**Ø **Life Insurance**Ø **Food Voucher**Ø **At Law Benefits****Work Environment**The work for this position is conducted in an office environment. The noise level in this environment is usually moderate. Travel will be required to receive training, attend meetings and develop relationships with other professionals. Evenings and weekend work may be required based upon the workload