Customer Care Manager

JOB PURPOSE Lead the day-to-day delivery and continuous improvement of 24/7 Customer Care operations across two core service areas: Voice (inbound and other telephone-based services) and Non-Voice (email, chat, HealthHub, NAS Club and other digital service channels). Ensure reliable service, customer-centric outcomes, disciplined workforce management, strong team leadership, appropriate escalation handling and achievement of agreed business and people KPIs. Translate departmental strategy into measurable operational execution, controls and improvement plans. Decision Rights & Accountability Accountable for day-to-day customer care operations, leadership of supervisors and assistant managers, service recovery, reporting accuracy, team development and the timely delivery of improvement initiatives. Exercise sound judgment, take ownership of outcomes and maintain effective coordination with relevant stakeholders. Role Expectations The role requires visible operational leadership, proactive identification of issues, disciplined follow-through, measurable results and constructive engagement with staff and stakeholders. Priorities and targets may be updated by departmental leadership as business needs evolve. RESPONSIBILITIES AND DUTIES 1. Voice & Non-Voice Operational Leadership & Service Delivery ·        Ensure distinct operational oversight of Voice (call handling, availability, service levels and call quality) and Non-Voice (email, chat, HealthHub, NAS Club, turnaround times, request ownership and backlog control). ·        Own daily operations across Voice and Non-Voice teams, including member, provider, broker and regional services; allocate resources, manage priorities and ensure consistent service across shifts and channels. ·        Monitor queue health, demand, response times, backlogs, escalations and service disruptions throughout the day; intervene early and document recovery actions. ·        Ensure clear ownership, timely resolution and appropriate escalation of complex member/provider issues, complaints and service failures. ·        Maintain operational SOPs, shift handovers, contingency plans, service continuity arrangements and cross-functional coordination with IT, operations. ·        Oversee launches, process changes and service transitions with training, readiness checks and post-launch stabilization. 2. Non-Voice Operations – HealthHub & Appointment Control ·        Directly oversee HealthHub team productivity, attendance, task allocation, case quality and timely follow-up. ·        Review appointment and request queues daily, including aged items, ownership, status and reasons for delay; take action to prevent backlogs. ·        Ensure appointments and requests are actioned or escalated within the agreed one-hour monitoring threshold; exceptions must be visible, tracked and resolved. ·        Validate that pending cases are actively followed up with relevant teams or providers, with clear closure notes and escalation for recurring bottlenecks. 3. Non-Voice Operations – NAS Club Service Management ·        Monitor NAS Club request volumes, turnaround times, team productivity and service quality. ·        Ensure requests are assigned, followed up and resolved without avoidable delay; monitor ageing and eliminate preventable backlogs. ·        Coordinate with relevant stakeholders to resolve recurring issues and improve the customer journey. 4. KPI Ownership, Customer Experience & Quality ·        Own performance against approved KPIs for both Voice and Non-Voice teams, including NPS, CSAT, FCR, voice service level, abandonment, AHT, quality, productivity, adherence, email/chat turnaround times, and HealthHub/NAS Club request ageing. ·        Work toward current departmental benchmarks where applicable: voice ser