• Forecasted contact call volume within a 97% accuracy rate, optimize staffing utilization to meet service levels through the evaluation of historical and intraday data.• Provide call routing direction to telecom department for IVR, VOIP, phone lines, vectoring, and voice terminals and data requirements.• Serve as lead for all operational departments in areas of mental health, provider relations, direct marketing, pharmacy, and customer service regarding scheduling and forecasting for over 800 agents across multiple sites in Florida, New York, Connecticut, Ohio, and North Carolina. • Participated in the development of 12.5 million dollar department budget, third party service agreements, departmental policies, procedures, and workflows.• Generated various daily, weekly, and monthly KPI reports to highlight performance levels and productivity.