Own performance against all applicable contractual and internal timeliness metrics across inbound calls, outbound contact, scheduling, rescheduling, required notifications, follow-up actions, queue aging, and service recovery; establish targets and monitoring routines, identify emerging gaps, and ensure timely corrective action. In this role you will manage operational accountability for timely performance against all applicable service, contact-center, case-processing, and scheduling metrics; leads supervisors, workforce and capacity planning, escalations, and sustained improvement of systems, tools, and workflows.