Within the first 90 days, the Senior Call Center Manager will have developed a clear understanding of FROST and Audit operations, established relationships with team members and key stakeholders, assessed existing workflows and performance reporting, and partnered with the Director, Account Management to identify priorities for improvement. Over time, success will be demonstrated through clearly defined performance expectations, reliable KPI reporting, improved service responsiveness, stronger quality assurance, reduced operational rework, and a team culture built on trust, accountability, collaboration, and continuous improvement.