Coordinate staffing across multiple lines of business to align with service goals and optimize schedule coverage.
Maintain agent records, short-term forecasts, and produce workforce management performance reports.
Facilitate weekly meetings with supervisors and manage the Shift Bid process as business needs arise.
Golden Pet Brands is a pet food company dedicated to creating a world where pets live longer, healthier lives from their very first meal. They foster a culture of ownership, customer focus, and long-term thinking, with a team that values collaboration and celebrates their people.
Manage all technology needs for the Customer Service department and monitor real-time call distribution.
Track technology issues, coordinate with IT, and execute testing for new implementations.
Identify and bring forward process improvement opportunities to increase efficiency.
Fallon Health is a health plan provider that delivers equitable, high-quality coordinated care for government-sponsored health insurance programs. Founded in 1977 in Worcester, Massachusetts, the company prioritizes members and embraces diversity in its workforce.
Support accounts as the operational point of contact between customers and internal service delivery teams.
Provide phone and email support to external customers by answering questions, resolving problems, and proactively educating customers.
Handle daily workflows to meet KPI and QA metrics; accurately document all work and customer interactions.
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide.
Lead a Workforce Management team supporting 24/7 crisis intervention services across multiple channels and countries.
Develop advanced forecasting models, capacity plans, and scheduling strategies to optimize staffing and service coverage.
Partner with crisis services leadership to analyze data and implement improvements for operational efficiency.
Jobgether is an AI-powered job matching platform that connects candidates with hiring companies. They use technology to streamline recruitment and are a remote-first organization.
Manage provider and coach assignments to ensure accurate care team operations.
Maintain operational data quality and perform analysis to identify inefficiencies.
Collaborate with cross-functional teams to optimize workflows and support scalable care models.
The company is an innovative healthcare organization that leverages technology to improve clinical operations and patient outcomes. It fosters a collaborative, remote-first culture with a global team.
Lead shift operations in a 24/7/365 support environment to maintain service levels and customer experience.
Provide real-time coaching and direction to a small team of agents, ensuring performance commitments are met.
Partner with managers to drive engagement, identify performance trends, and support continuous improvement.
PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space. With over 400 employees and 30,000 customers, the company has a collaborative culture focused on innovation and cutting-edge product development.
Manage and improve workload allocation and tracking processes for USPS product acceptance and support contact centers.
Monitor workload volumes, queue activity, and staffing utilization to support effective resource allocation across multiple centers.
Develop reports, dashboards, and summaries to provide visibility into performance and drive operational efficiency.
LMI is a digital solutions provider dedicated to accelerating government impact with innovation and speed, serving the defense, space, healthcare, and energy sectors. Headquartered in Tysons, Virginia, the company focuses on agility and collaboration to help federal agencies navigate complexity and outpace change.
Provide direct operational oversight and support of teams, ensuring performance and service standards are met.
Lead scheduling, staffing, and queue management to maintain 24/7 coverage while leveraging data analytics for KPI monitoring.
Collaborate with clinical leadership to optimize workflows, implement innovations, and support value-based care goals.
Privia Health is a technology-driven physician enablement company collaborating with medical groups, health plans, and health systems to optimize practices and improve patient care. It is led by top industry talent and physician leadership, focusing on scalable operations and cloud-based technology.
Manage daily support operations across inbound channels to ensure service levels and satisfaction targets are achieved.
Coach and mentor team leads, conduct quality reviews, and drive continuous improvement initiatives.
Monitor workforce management metrics, handle escalations, and maintain operational efficiency.
The company specializes in customer support and client satisfaction management, seeking to enhance service quality. It fosters a collaborative and growth-oriented culture with remote work opportunities and a focus on team development.
Monitor agent performance in quality, productivity, and attendance with a focus on QA scores above 9%.
Provide frequent coaching based on QA feedback, metrics, and ticket observations.
Handle escalations, maintain coaching logs, and ensure schedule adherence.
Clipboard operates an app-based marketplace connecting healthcare professionals with workplaces needing staff. Founded in 2016, the remote-first team of over 1,000 has been profitable since 2022 and is a top Y-Combinator company.
Handle real-time staffing coordination and same-day scheduling changes for seamless care delivery.
Serve as the first point of contact for urgent client and family needs with empathy and professionalism.
Execute operational tasks like check-ins and inbound communications adhering to company policies.
Honor is a leader in aging care innovation, providing technology and services to empower older adults to live independently. With 100,000 Care Pros delivering 50 million hours of care annually through its Home Instead brand, Honor prioritizes compassionate, tech-backed care.
Provide L3 production support for NICE CXone contact center environments, ensuring platform stability and incident resolution.
Monitor platform health using Splunk, Zabbix, CloudWatch, or Datadog and perform root cause analysis.
Support ACD, IVR, call routing, agent desktop, digital channels, and cloud integrations while collaborating with cross-functional teams.
Miratech is a global IT services and consulting company helping visionaries change the world by supporting digital transformation for large enterprises. The company retains nearly 1000 full-time professionals, operates in 30+ countries, and has a Forbes Remote culture with over 99% project success since 1989.
Oversee intraday management of scheduling and real-time workload to meet service level goals.
Develop the WFM team and collaborate with department managers on staffing and efficiency strategies.
Lead staffing reviews and balance workloads between weekly scheduling and daily operations.
Lumicera Health Services is an innovative specialty pharmacy focused on transparency and stewardship. They foster a creative and diverse work environment as part of Navitus.
Drive day-to-day operational execution of Medicare Advantage and ACA Risk Adjustment initiatives, ensuring milestones and deadlines are met.
Develop and maintain integrated project plans, operational calendars, and risk logs to support program execution.
Monitor program performance through dashboards, KPIs, and operational metrics, and recommend data-driven improvements.
Capital Blue Cross is a health insurance company and an independent licensee of the Blue Cross Blue Shield Association. They are consistently voted one of the 'Best Places to Work in PA' and foster a flexible environment with a focus on employee wellbeing.
Support daily provider and coach assignments based on licensure and operational requirements.
Monitor care team panels and ensure compliance with program type and changes.
Provide prompt responses to assignment requests and resolve discrepancies with stakeholders.
Twin Health empowers people to improve and prevent chronic metabolic diseases like type 2 diabetes and obesity using AI Digital Twin technology. With over $100 million raised and a team passionate about metabolic health, Twin Health is recognized as an innovator and a top most loved workplace, scaling rapidly across the U.S. and globally.
Monitor performance metrics and coordinate with stakeholders to ensure operational efficiency.
Analyze operational data and recommend improvements to enhance seller experience.
Support the rollout of new processes and maintain quality standards across operational channels.
This company is a partner organization providing operational support services for large-scale operations. It focuses on coordination, process improvement, and data-driven decision-making in a fast-paced environment.
Takes incoming calls from members and navigates tools to resolve inquiries.
Maintains high service levels and meets performance targets.
Participates in training to develop product knowledge and skills.
Velera is a premier payments credit union service organization and integrated fintech solutions provider serving over 4,000 financial institutions. The company fosters a people-helping-people culture with a remote-first, inclusive environment.
Own end-to-end performance of your division, driving first response time, first contact resolution, and backlog health.
Coach and develop Managers into a strong, independent second line of leadership.
Serve as the operational partner for Quality, Automation, and WFM teams, ensuring new tools and programs work for frontline agents.
Eneba is building an open, safe, and sustainable marketplace for gamers, supporting close to 20 million active users. They focus on trust, safety, and market accessibility while scaling and diversifying their portfolio.
Provide positive and welcoming responses to client communications via phone and email.
Coordinate service tickets, dispatch onsite resources, and monitor workflow to ensure timely completion.
Triage tickets, audit completed work, and follow up on client updates using ConnectWise.
Intelligent Technical Solutions is a managed service provider offering IT support and services to clients. The company values cultural fit and provides a remote work environment with comprehensive benefits.
Handle incoming customer requests via phone, email, and website with urgency and attention to detail.
Process, monitor, and manage critical customer shipments using the proprietary logistics management platform.
Communicate with customers and agents professionally and courteously while meeting team metrics.
Marken is a clinical and advanced therapy logistics provider within UPS Healthcare. As part of UPS, which employs over 500,000 people globally, it offers a rewarding culture and opportunities for growth.