To serve as a front line expert by directing the activities of a team of Case Management Assistants and Transition Specialists. To handle customer concerns and issues requiring a high degree of appropriate knowledge, creativity, research and communication with internal and external resources. To assist with management of incoming call traffic. To ensure resources are utilized efficiently, in accordance with contact center objectives, key performance indicators and in ways that consistently promote customer quality and satisfaction. To lessen the probability of customer complaints by managing problem situations referred by Member Service Representatives. The primary contact for all Member Service Representatives.