Improving Operational Strategies: I work diligently to optimize our operational strategies, identifying areas for improvement and implementing solutions to streamline processes and maximize efficiency.Managing Strategic Business Initiatives: From defining objectives and goals to building a roadmap of key deliverables, I oversee strategic projects to ensure they stay on track and align with our company's vision.Facilitating Communication: I assist with the preparation and… Show more Improving Operational Strategies: I work diligently to optimize our operational strategies, identifying areas for improvement and implementing solutions to streamline processes and maximize efficiency.Managing Strategic Business Initiatives: From defining objectives and goals to building a roadmap of key deliverables, I oversee strategic projects to ensure they stay on track and align with our company's vision.Facilitating Communication: I assist with the preparation and dissemination of communications, ensuring that important information is effectively shared across the team and organization.Collaborating with Agile Teams: Partnering closely with our Agile team, I troubleshoot production issues and facilitate the delivery of systems enhancements. This involves gathering and refining requirements, collaborative solution design, and thorough testing and validation. Show less

Program Tools, Compliance, and User Training: I was deeply involved in ensuring the effectiveness and adherence to MOS standards by providing necessary tools, ensuring compliance, and conducting user training sessions. This enabled our team to utilize MOS metrics effectively and consistently.Senior Leadership Coaching: I aligned managers to provide training, coaching, and upskilling on MOS metrics. Together, we develop programs and procedures aimed at sustaining MOS practices throughout… Show more Program Tools, Compliance, and User Training: I was deeply involved in ensuring the effectiveness and adherence to MOS standards by providing necessary tools, ensuring compliance, and conducting user training sessions. This enabled our team to utilize MOS metrics effectively and consistently.Senior Leadership Coaching: I aligned managers to provide training, coaching, and upskilling on MOS metrics. Together, we develop programs and procedures aimed at sustaining MOS practices throughout the organization.Strategic Analysis and Recommendations: Through strategic analysis of MOS data, I identified areas for improvement in MOS tools and processes. My goal is to recommend enhancements that drive operational efficiencies and foster continuous improvement across the organization.Delivery on Strategic Roadmap: I was committed to delivering on our strategic roadmap, ensuring that our MOS initiatives align with our organizational goals and contribute to our long-term success.Liaison for Agile and Operations: As a liaison between Agile and Operations, l facilitate prioritization and process enhancements. This includes coordinating testing, business reviews, and refining requirements to ensure seamless integration and effectiveness. Show less

Review Call Volume Capacity and Trends: Monitor real-time call performance to understand call volume patterns and trends. This involves analyzing historical data to forecast future call volumes and ensure adequate staffing levels.Audit Work Schedules: Review and validate the work schedules of customer service representatives provided by the operations team to ensure alignment with business needs and adherence to policies.Monitor Off-Phone Activities: Track meetings, training… Show more Review Call Volume Capacity and Trends: Monitor real-time call performance to understand call volume patterns and trends. This involves analyzing historical data to forecast future call volumes and ensure adequate staffing levels.Audit Work Schedules: Review and validate the work schedules of customer service representatives provided by the operations team to ensure alignment with business needs and adherence to policies.Monitor Off-Phone Activities: Track meetings, training sessions, and other off-phone activities to ensure that they do not negatively impact key performance indicators (KPIs) and service levels.Communicate Call Trends: Share insights and observations regarding call volume trends with key stakeholders through verbal and written communication. This may involve providing recommendations for staffing adjustments or process improvements.Manage Advocate Availability: Coordinate overtime support, time-off requests, and updates to job aids by communicating with customer service representatives and encouraging participation in these initiatives.Generate Ad-Hoc Reports: Create customized reports to analyze current and future call volume capacity and identify any potential issues or opportunities for improvement.Provide Improvement Recommendations: Use job aids and performance data to identify areas for improvement in call processing activities and recommend strategies to enhance efficiency and effectiveness.Facilitate Morning Touch Point Calls: Conduct regular meetings with operations and resource planning teams to review previous day's results, discuss current goals, and address any challenges or concerns.Extract and Analyze Data: Extract relevant data and generate ad-hoc reports as requested by supervisors and management, providing explanations for any outliers or barriers identified in the data. Show less

Point of Contact with Benefit Vendors/Administrators: Act as the liaison between the company and benefit vendors/administrators to address employee benefit-related inquiries, resolve issues, and ensure smooth administration of benefit programs.Maintaining Computer Systems: Update and enter data into HR systems or databases to ensure accuracy and completeness of employee records, including personal information, employment history, and benefits enrollment.Appointment Setting and… Show more Point of Contact with Benefit Vendors/Administrators: Act as the liaison between the company and benefit vendors/administrators to address employee benefit-related inquiries, resolve issues, and ensure smooth administration of benefit programs.Maintaining Computer Systems: Update and enter data into HR systems or databases to ensure accuracy and completeness of employee records, including personal information, employment history, and benefits enrollment.Appointment Setting and Meeting Arrangements: Schedule appointments and coordinate meetings for HR managers, including arranging logistics, sending invitations, and preparing meeting materials.Report and Spreadsheet Compilation: Compile reports and spreadsheets containing relevant HR data for manager meetings, providing insights and analysis as needed to support decision-making processes.Recruitment Support: Assist with recruitment efforts by posting job ads, organizing resumes, and scheduling job interviews, ensuring a smooth and efficient hiring process.Orientation and Onboarding Coordination: Coordinate new hire orientation sessions and onboarding activities, providing information about company policies, benefits, and procedures to ensure a positive experience for new employees.Benefit Enrollment: Assist employees with benefit enrollment processes, including explaining available options, answering questions, and facilitating the completion of required paperwork.HR File and Database Management: Maintain organized and up-to-date human resources files and databases, ensuring compliance with record-keeping requirements and confidentiality standards.Relationship Building with Training Vendors: Cultivate and maintain relationships with training vendors to facilitate the delivery of training programs and services, negotiating contracts and ensuring alignment with organizational needs. Show less