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.
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.
Own the framework for converting forecasted demand and production volume into required labor hours.
Calculate and publish defensible weekly hours targets by department and site.
Lead deep analysis of Planned vs. Actual hours performance, distinguishing model gaps from execution gaps.
Hims & Hers is a health and wellness platform committed to helping people feel great through better health by putting the customers first. They are redefining healthcare with personalized care from diagnosis to treatment with a talent-first flexible/remote work approach.
Ensure service level targets are met; maintain the right headcount, and calculate call capacity
Undertake majority of call forecasting and agent scheduling for the contact center
Monitor Contact Center telephony platforms Implementation, workflows, and manage new technologies
Curana Health is a national leader in value-based care, offering solutions to senior living communities and skilled nursing facilities. Founded in 2021, they serve over 200,000 seniors in 1,500+ communities across 32 states with a team of 1,000+ clinicians and professionals.
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.
Build and maintain a comprehensive capacity model.
Transform raw agent-level workforce data into actionable intelligence.
Bridge the gap between Operations and Finance.
Headway's mission is to build a new mental healthcare system everyone can access with technology that helps people find therapists. Since 2019, they've grown into a diverse, national network of over 60,000 mental healthcare providers across all 50 states and have served over 1 million patients.
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.
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.
Assist with the management of UTO and PTO requests and processing using multiple systems for all regions.
Assist in real-time monitoring and managing the intraday schedules adherence and agent workloads.
Provide Technical Support leadership objective data around individual and team adherence and attendance concerns.
Hyland's mission is to help its employees, customers, and partners exceed their potential with its industry-leading content services platform. Our employees are passionate about helping customers succeed, raising up their fellow Hylanders, and engaging in the communities where they live and work.
Build & own capacity models including all volume and staffing forecasts
Pull and analyze large datasets from WFM tools, operational systems, and product data
Identify the real drivers of demand, variability, and risk
Wheel is evolving the traditional care ecosystem by equipping innovative companies with a platform to deliver virtual care at scale. They offer strategies and technologies to foster consumer engagement, build brand loyalty, and maximize return on investment.