• Lead pricing strategy planning for FSP to ensure quality & profitability.• Conduct negotiation analysis for high-end new business opportunities.• Manage rate renewals, financial modeling, and provided strategic recommendations.• Improve FSP-specific workflow processes and analytic tools.

• Oversees proposal development process to prepare quality, timely proposals for complex programs or high profile clients that support business and financial objectives in conjunction with client relationships and objectives.• Responsible for creating and maintaining multiple highly-visible financial analysis and tracking tools• Support Business Development with bid specifications, resourcing algorithms and budget creation. • Ensure appropriate stakeholders are involved in strategy discussions (Ops to C-Suite)• Review proposal outputs for consistency, clarity, and compliance with client requirements as well as ICON financial proposal development guidelines, processes, and methodology.• Leads financial strategy planning to maintain pricing rules and discounts and produce payment terms, ensuring standardization across proposals for a client both in costing and strategic and operational approaches.• Interacts with clients as needed to represent ICON interests while maintaining the client relationship.• Provides leadership in the implementation of quality initiatives and processes.

• Creation and maintenance of Planning & Forecasting tools for global resources• Tracking client metrics pertaining to resource management and invoicing• Partner with Finance to ensure accurate monthly billing and contract adherence • Global utilization analysis and deliverable to senior leadership

• Deliver finance and headcount reports for executive leadership• Create and maintain client-specific spend forecast and cost savings analysis• HR reporting and process improvement, including employee turnover and retainment tracking, promotion cycles• Global vendor relationship support• Maintain billable resource assignments for client revenue tracking• Creator & Owner of Resourcing & Business Ops Finance SharePoint site• Strategize with Financial Analysts to determine and report on client billing• Create and analyze monthly data to determine utilization and forecasting needs

• Prepares and reviews analyses of all billings and sales/retention activities. Responsible for the creation and ongoing management/maintenance of a database of all errors.• Monitors headcount expense reductions and optimizes cost per call through forecast analysis and assists in vendor management expense.• Forecasts for all business partners and find solutions for improving metrics, along with making recommendations on how to increase or improve productivity.• Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans, collaborating on OPA decisions/reporting, and handling multiple tasks aimed at meeting/exceeding ongoing service level and occupancy objectives.• Compiles and distributes and analyzes daily, weekly, and monthly call center performance reports.

• Utilize qualitative and quantitative data to determine upcoming workforce needs • Assess company wide bandwidth across capabilities; develop staffing solutions, including resource rotations, incremental resource needs and/or release of consultants where appropriate• Optimize the organization’s margin by supporting managers in assessing employee efficiency and head count to cost• Report on Resource Allocation KPIs (i.e. Utilization/billability) and partners with department leadership to develop action plans to address key areas of concern• Manage communication of employee assignments to the appropriate stakeholders, leading department resource allocation meetings to identify and assign resources to specific projects • Support and aid the development of YTD and Full Year forecasted client P&Ls through partnerships with Client Services, Project Management and Finance

• Input forecasting data into the workforce management application to effectively distribute the workload and staffing by using appropriate proportions/index factors by day, week and interval.• Analyze past call volume, interval arrival patterns and staffing patterns and provide short-term forecasts to match resources with call distribution to ensure service level goals are met.• Provide recommendations to leadership and collaboration on scheduling and capacity decisions.• Analyze workload and performance data trends to influence and identify opportunities for future adjustments to achieve operational goals.• Ensures the accuracy and timeliness of data by working time-off, schedule changes, and other types of scheduling requests.• Strive for accomplishments that result in measurable improvements in business processes and the delivery of organizational goals.• Build and maintain relationships with leaders and staff to ensure open and proactive communication.• Provides leadership and support on projects and initiatives that drive process improvements and innovation in scheduling.

• Traffic - Monitoring of representatives and all aspects of phone traffic that come into the contact center• Davox - Managing outbound dialing and Davox access for Sales and Service• Route it - Balancing of phone traffic between sites using this system • Alerts - Creating and sending alert notifications with current TSF throughout the day• Skill management - Adjustment of skills while managing traffic, as well as additions and changes needed on an ongoing basis• Intra-Day Performance (IDP) reports - Reviewing reports to ensure adjustments are made to close coverage gaps for inbound traffic• Exceptions - Keying of exceptions into IEX• Managing requests to the WFM Outlook accounts• Answering traffic and Davox phones to assist requests from contact center operations.

• Insurance Sales: Represent a full line of health insurance products, serving as a trusted adviser to individuals and families.• Client Support: Served as a liaison between sales agents and clients, assisting in the development of business strategies.