Provide management and development of multiple teams, engaging in scheduling, forecasting, analytics, quality management, and agent performance. Oversee all division projects and work closely with IT project managers and product owners to help with budgets. Implement fully remote work-from-home teams for approximately 175 employees, completing system upgrades, and implementing telehealth functions for patient support via video calls.Continuous Improvement══════════════════════» Drive division growth, efficiency, enhanced performance reporting, and process redesign, improving patient and family satisfaction and overall organizational outcomes.» Assess current operational business models and develop appropriate new models from data-driven insights, supporting organizational objectives and continuous improvements.» Improve visibility into workload, reduce processing times and decrease communications, streamlining processes and improving standards across all organizational functions to forge goal-oriented alignment with objectives & operational strategy.» Enhance patient and family satisfaction by implementing robust quality management practices, ensuring team members consistently adhere to both company and divisional quality standards.Operational Management & Excellence══════════════════════════════════» Oversee WFM, PM, QM, and Operations Performance teams, responsible for scheduling, forecasting, analytics, quality assurance, call volume, and project management.» Collaborate with operations leaders to improve operational efficiencies and labor costs while directing continuous operational improvements through high-quality data analysis, guidance and direction.» Serve as strategic liaison for key initiatives focusing on consistent improvement.» Implement telehealth functions to support patients via video calls and upgrades to WFM/QM, streamlining operations and improving standards to drive top performance, reduce costs, and increase patient satisfaction.

Provide management and development of multiple teams, engaging in scheduling, forecasting, analytics, and agent performance. Oversee all division projects and work closely with IT project managers and product owners to help with budgets. Implement fully remote work-from-home teams for approximately 175 employees, completing system upgrades, and implementing telehealth functions for patient support via video calls.Continuous Improvement══════════════════════» Drive division growth, efficiency, enhanced performance reporting, and process redesign, improving patient and family satisfaction and overall organizational outcomes.» Assess current operational business models and develop appropriate new models from data-driven insights, supporting organizational objectives and continuous improvements.» Improve visibility into workload, reduce processing times and decrease communications, streamlining processes and improving standards across all organizational functions to forge goal-oriented alignment with objectives & operational strategy.Operational Management & Excellence══════════════════════════════════» Oversee Workforce Management, Project Management, and Operations Performance Management teams, responsible for scheduling, forecasting, analytics, call volume, and project management.» Collaborate with Care Connection Center (CCC) operations leaders to improve operational efficiencies and labor costs while directing continuous operational improvements through high-quality data analysis, guidance and direction.» Serve as strategic liaison for key organizational initiatives between business units and their customers, focusing on consistent improvement in candidate recruitment/selection and training & development to ensure peak patient satisfaction.» Implement telehealth functions to support patients via video calls and upgrades to WFM, QM, streamlining operations and improving standards to drive top performance, reduce costs, and increase patient satisfaction.

Oversaw staffing and scheduling, headcounts, and budget management. Utilized Calabrio WFM and Cisco UCCE/CUIC tools and collaborated with CCC leadership teams to provide training and development, data analysis, and well-informed business decisions. Expanded WFM support by increasing team headcount and extending coverage hours while leading various initiatives that results in improved team performance.Management, Strategy & Leadership═══════════════════════════════» Managed and developed the Workforce Management team, utilizing Calabrio WFM and Cisco UCCE/CUIC to manage workload forecasting, analytics, staffing, and scheduling needs for all lines of business.» Collaborated with CCC leadership teams to provide training and development in all areas of WFM.» Provided leadership teams with vetted data to make well-informed business decisions impacting staffing, scheduling, and agent performance management, while ensuring dual ownership of labor expense management in collaboration with CCC General Managers.