Source Job

• 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.

• Monitor real-time contact center performance metrics to ensure service reliability.
• Execute intraday workforce adjustments to respond to demand fluctuations and operational challenges.
• Analyze data and create dashboards to communicate performance trends and drive improvements.

Our partner is a healthcare-focused organization dedicated to improving patient access and experiences through optimized customer service operations. They operate in a fast-paced, regulated environment, leveraging AI-enabled tools and a collaborative culture.

• Provide reporting, analysis, and actionable insights using NICE CXone tools to support contact center operations and performance.
• Develop dashboards, reports, and scorecards for leadership to monitor KPIs and drive operational improvement.
• Collaborate with contact center leadership and analysts to identify reporting needs and translate complex data into practical recommendations.

Essentia Health is a healthcare system dedicated to patient- and family-centered care across communities small and large. It operates with values of quality, hospitality, respect, and teamwork, and offers a supportive culture with flexible scheduling and wellness resources.

• 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.

• 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.

• 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 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.

• 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.

• Lead and manage a team of Workforce Management staff to ensure optimal coverage for 24/7 crisis services across US and Mexico.
• Develop and maintain advanced forecasting models to predict contact volume across phone, chat, and text channels.
• Collaborate with Crisis Services Operations to improve staffing strategies and conduct scenario planning for peak volumes.

The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. With over 25 years of saving lives, the organization operates 24/7 crisis services, research, advocacy, education, and peer support programs with a diverse and mission-driven staff.

• 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.

• 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.