Lead workforce management strategy and planning for a 180-person US-based support operation.
Manage a WFM team of four covering scheduling, real-time management, and systems administration.
Partner with CX and Operations leaders to drive innovation and efficiency through emerging technologies like AI and automation.
Aura creates intelligent digital safety products to protect customers from online threats. The company has over 400 employees worldwide and is guided by a leadership team experienced in growing startups into multi-billion dollar organizations.
Support workforce planning, forecasting, scheduling, and queue management across a 24/7 healthcare contact center to meet service level goals.
Analyze contact center metrics and telephony data to identify trends, optimize operational performance, and provide actionable recommendations.
Administer and troubleshoot contact center telephony platforms, including Genesys Cloud, while collaborating with cross-functional teams to improve efficiency.
Curana Health is a national leader in value-based care for senior living communities and skilled nursing facilities, offering on-site primary care, Accountable Care Organizations, and Medicare Advantage Special Needs Plans. Founded in 2021, the company serves 200,000+ seniors across 1,500+ communities in 32 states with a team of 1,000+ clinicians and professionals, and was ranked #147 on the Inc. 5000 list of fastest-growing private companies.
Lead workforce forecasting, scheduling, and staffing planning across a global, 24/7 multi-channel contact center supporting remote clinical staff.
Monitor real-time adherence, track key workforce metrics, and configure Genesys Cloud settings for WFM/WEM, queue design, and skills-based routing.
Oversee contact center payroll operations, including timecard approvals, PTO, holiday pay, shift differentials, and incentive compensation.
ComPsych is the worldwide leader in organizational mental health, well-being, and absence management, igniting human potential in workplaces globally. For over 40 years, we have combined technology with human expertise, serving more than 78,000 customers worldwide and touching over 160 million lives across 200 countries.
Optimize workforce scheduling, forecasting, and intraday monitoring for crisis intervention operations in the US and Mexico.
Manage real-time adherence, schedule efficiency, and volume fluctuations to ensure optimal staffing levels.
Collaborate with leadership and mentor team members to drive data-driven improvements and operational stability.
The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people, providing 24/7 crisis services and operating research, advocacy, education, and peer support programs. The organization has been saving lives for over 25 years and values heart, integrity, community, belonging, and progress.
Oversee workforce development and optimization for all contact center lines of business, including forecasting and scheduling.
Ensure service level targets, maintain headcount, and manage scheduling software and telephony platforms.
Monitor contact center telephony, implement workflows, and manage queue delegation for outbound projects.
Curana Health is a national leader in value-based care for senior living communities and skilled nursing facilities, offering solutions like on-site primary care and Medicare Advantage plans. Founded in 2021, we've grown to serve 200,000+ seniors across 1,500+ communities with a team of over 1,000 clinicians and professionals, ranked #147 on the Inc. 5000 list.
Own daily operational execution, SLA compliance, quality scores, and site performance across partner-managed queues.
Lead vendor huddles, performance reviews, and root cause analysis to drive continuous improvement.
Serve as primary operational point of contact for vendor leadership and align workforce planning with WFM.
Twilio is a cloud communications company that empowers developers to build personalized customer experiences through innovative APIs. With hundreds of thousands of business customers and a remote-first culture, Twilio fosters global inclusion and a collaborative team environment.