Ensure timely and accurate handling of calls per month by available staff Monitor and compile real-time and historical performance metrics (call volume, wait times, service levels, quality scores, customer satisfaction) Research and handle issues and escalations of timesheets, payments, budgets or other requests Oversee and document all enrollment processes to ensure staff have an up-to-date resource when encountering issues or questions. Assist Director, when needed, in managing FMS programs, which includes strategic planning, business process redesign and implementation, policy redesign, implementation of new initiatives, and analysis of business functions.