Tameka Wright Email & Phone Number

• Lead the operations management functions in the CMC. • Supervises and provides direction to teams.• Assumes responsibility for staff planning, scheduling and utilization of Customer Care and Care Management resources. (CMC) • Achieves responsibilities for staff planning, scheduling and utilization of Customer Care and Care Management resources. • Supports the customer care and clinical leadership teams on employee management, productivity tracking, coordination of off phone activities, approval of PTO, overtime and flexible time off. • Has accountability for all components of the workforce management tool at the CMC level and will work with the National Operations Team to standardize all workforce management processes and protocols. • Manages the internal training function, including supervision of the staff responsible for developing training materials and conducting training. • Manages the timely production of accurate reporting for all ACD agents, team and overall CMC performance. • Coordinates all telecommunication and facility changes required in CMC. • Serves as the CMC’s primary interface with the Information Technology department for operational performance issues and equipment requirements. • Supports the strategic planning process at the account level, including formulation of the business plan and developing plans for our add-on sales and new business. • Identifies root causes factors when service performance objectives fail to be met. • Works with other members of the leadership team and utilizes all available tools to identify and implement corrective steps.

• Supervise and coordinate the activities of the team to efficiently manage the output of assigned tasks. • Monitor the performance of team members by means of reports and observation. Accountable for team conduct and productivity. • Monitor individual team member’s attendance and reliability patterns. Administer performance improvement or corrective action plans when needed. • Hires, motivates, evaluates, and supervises staff in order to ensure that employees receive adequate guidance and resources to accomplish established objectives; prepares employee schedules to ensure proper staffing for service.• Identify customer requirements, developing plans for delivery, identifying and recruiting appropriate resources, assigning individual responsibilities, and developing schedules to ensure timely completion and final delivery of a solution to meet customer requirements.• Lead or coordinate task order and contract modification proposal preparation.• Coach, lead and manage team of supervisors and associates.• Planning and developing staff recruitment, including wording vacancy advertisements and liaison to HR staff.• Lead Call Center activities to include: Pilots, reviews of training material, and updates to systems and tools.• Drive overall results by understanding the business drivers and effectively coaching associates to deliver high customer satisfaction to meet business initiatives.

Chester Va

• Manage operation of contact center through coordinating efforts of local management team.• Collaborate with other managers to meet financial and service level goals including supporting development and monitoring of volume forecasts.• Provide leadership to clerical and professional staff.• Interact positively with CSRs from all channels (phone, email, web chat, correspondence) and program staff.• Analyze financial performance and implement department's financial objectives; support contract initiatives.• Ensure all production turnaround standards and service goals are met.• Lead project efforts to identify, analyze, and implement efficiencies that contribute to increased productivity. • Identify customer requirements, developing plans for delivery, identifying and recruiting appropriate resources, assigning individual responsibilities, and developing schedules to ensure timely completion and final delivery of a solution to meet customer requirements.• Enforce program standards such as quality control and security, and perform risk management and vulnerability studies. • Notify Program Manager of potential contract scope issues and work with Contract Administrator as needed.• Lead or coordinate task order and contract modification proposal preparation. • Represent the Program Manager as required.