Own end-to-end workforce management for all in-house and BPO contact centers.
Serve as the single owner of the contact forecast, ensuring accuracy across all channels and time zones.
Lead short-term and long-term workforce planning, including intraday and weekly execution.
Greenlight is a family fintech company with a mission to help parents raise financially smart kids. They serve more than 6 million parents and kids with their award-winning banking app. They believe every child should have the opportunity to become financially healthy and happy.
Review and approve provider leave requests while ensuring minimum service coverage.
Proactively contact patients to reschedule appointments when providers are unavailable.
Analyze provider utilization by state to identify bottlenecks and demand surges early.
Sunrise Group is building the future of sleep health by combining breakthrough technology with expert care. Sunrise Group has grown into a complete sleep health company that designs advanced diagnostic and treatment solutions, and delivers care directly to patients through Dreem Health, their digital sleep clinic.
Own workforce scheduling for a 24/7, 365 multi-channel customer support operation.
Develop and maintain optimized agent schedules that align with forecasts, staffing plans, and service level targets.
Design shift structures, break and lunch placements, and staffing patterns to ensure adequate coverage during peak demand periods.
Aura is on a mission to create a safer internet. They are a team of over 400 people worldwide and is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations.
Oversee & manage program KPIs for the frontline clinical staff working across the Virtual Primary Care (VPC) and Virtual Care Support (VCS) teams
Create and implement data-driven staffing and resource plans, partnering with relevant teams (Forecasting, Clinical Leadership, Recruitment, Licensing)
Drive a POV on the technical enablement and tooling optimization opportunities to drive operational efficiencies for scale and clinical outcomes
Included Health delivers integrated virtual care and navigation to raise the standard of healthcare for everyone. The company breaks down barriers to provide high-quality care for every person in every community, offering care guidance, advocacy, and access to personalized virtual and in-person care.
Execute the end-to-end staffing process from initial deal notification to confirmed provider assignment
Be the primary owner of the provider-to-assignment matching process
Communicate urgent provider status changes, such as resignation or leave notices, by escalating to the provider's Clinical Manager and HR
Parallel is the first tech-forward provider of care for learning and thinking differences across the United States. They believe learning differences are parallel ways of thinking that should be celebrated and are committed to fostering a diverse, accessible environment.
Build, publish, and optimize schedules for assigned contact center teams.
Use forecasted workload, staffing models, and scheduling rules to create efficient schedules.
Partner with Contact Center leadership and internal stakeholders to support workforce planning and operational needs.
TDS Telecom provides high-speed internet, TV entertainment, and phone services to communities across the U.S. With over 50 years of experience, they are committed to building fiber optic networks and serve over 1 million connections.
Own weekly clinician scheduling performance, with a clear mandate to increase available hours across the existing network
Proactively collect, validate, and expand clinician availability by working directly with providers to align schedules with marketplace demand
Identify underutilized or low-earning clinicians and execute targeted outreach to increase activation, engagement, and earning opportunities
Wheel is evolving the traditional care ecosystem by equipping companies with a premier platform to deliver virtual care at scale. They offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment.
Define and maintain CHW capacity model, aligning it to plan requirements and operational demand.
Assign CHWs to geographies based on demand and coverage needs, ensuring local alignment.
Own onboarding and ongoing training for CHWs, translating workflow requirements into training programs.
Zócalo Health is a tech-enabled, community-oriented primary care organization serving people who have historically been underserved by the one-size-fits-all healthcare system. Founded in 2021, Zócalo Health is backed by leading healthcare and mission-aligned investors and is scaling rapidly across states and populations.
Act as a key partner to contact center leadership and peers, providing proactive support and a high level of service.
Create staffing plans that align forecasted demand with service level goals and customer expectations.
Monitor system performance and KPIs in real time, making adjustments to keep service levels and productivity on track.
Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company focused on exciting opportunities within the home, security and commercial building markets. They have transformed their workplace into an environment where smart, ambitious people have the support to reach their fullest potential.