Summary: This role oversees daily department operations, focusing on employee satisfaction, retention, and exceeding goals through leadership and extensive business knowledge. Highlights: 1. Lead daily operations with emphasis on employee satisfaction and retention 2. Coach and mentor employees for professional growth and ownership 3. Manage and resolve client/member escalations effectively 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. **Position Summary** This position reports to the Member Services Manager and is responsible for overseeing the department’s daily operations, with an emphasis on employee satisfaction and retention. The role requires extensive knowledge of the business and its internal and external partners. The ideal candidate must be highly motivated, with a strong focus on exceeding departmental goals and expectations, including—but not limited to—revenue generation, process implementation, employee development, hiring, and progressive discipline. \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ **Essential Functions** * Demonstrate leadership through both actions and words. * Provide daily direction and communication to Member Services agents to ensure calls are answered promptly, efficiently, and knowledgeably. * Respond to and resolve employee relations issues; create and support a high\-quality work environment that motivates team members to perform at their best. * Collaborate with Supervisors and support staff to deliver excellent customer service and achieve monthly KPIs (e.g., Revenue, Service Level, Quality Assurance). * Coach and mentor employees to foster ownership of their responsibilities, goals, and professional growth. * Monitor performance, resolve problems, and conduct system audits to ensure expectations are exceeded. * Maintain professionalism in all internal and external communications; uphold integrity and avoid negative or non\-constructive behavior. * Manage and resolve all client/member escalations related to the department, ensuring timely resolution and follow\-up. * Address daily operational problems; collaborate with relevant personnel for resolution; review and investigate complaints with appropriate staff to ensure prompt resolution. * Keep leadership informed of any issues, emergencies, or opportunities that arise. * Maintain open availability based on business needs. * Perform other duties and projects as assigned by the Member Services Manager. \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ **Other Duties** Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ **Benefits and Compensation** * Position: Member Services Supervisor (Spanish \& English) * Job Type: Full\-time * Work Location: On\-site * Additional Benefits: o Free beverages o Savings fund o Discounts and preferential pricing o Referral program o Grocery vouchers o Legal benefits o Attendance bonus o Monthly bonus Work Schedule * 8\-hour shifts * Includes weekends Work Environment Work is conducted in an office setting with a moderate noise level. Occasional travel may be required for training, meetings, and professional development. Evening and weekend work may be necessary depending on workload. **Preferred Education and Experience** * Bilingual (English–Spanish) * High school diploma or equivalent * Strong organizational, multitasking, and prioritization skills * Ability to work under pressure in a high\-sales, customer\-focused environment * Proficiency in MS Office (Word, Excel, Outlook) * Excellent phone etiquette * Strong critical thinking skills * Outstanding customer service abilities * Data entry experience * Ability to build professional relationships * Customer\-focused mindset