PMP Management

Customer Support

• Lead daily operations across phone queues, live chat, and action-item workflows
• Monitor queue performance, workload, attendance, and adherence
• Ensure downtime is used productively to complete action items
• Support recovery plans during call spikes and operational disruptions
• Lead and develop the Care Team and frontline team members
• Conduct regular 1:1s and provide performance feedback
• Partner with the Care Team Lead to maintain effective QA and training practices
• Oversee Access operations and support reputation management
• Use performance data to identify trends and improvement opportunities

Customer Care Manager – Call Center Operations