Senior Operations Manager About Us Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. Our US team is growing and we're looking for an experienced Senior Operations Manager to join our Helpware team. Position Overview Responsible for managing contact center operations activities including day-to-day site operations and workforce management for one or more accounts / programs / LOB's that contribute to the acquisition, satisfaction and retention of client contracts/agreements. Acts as the primary contact for client and project delivery standards and maintains cordial working relations with them. Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by clients and the company through active coordination with various Operations and Support teams (i.e Human Resources, Facilities, I.T., Finance, Training, Quality, Continuous Improvement, etc.). Ensures that all program/account processes and procedures are adhered to and that individual/global metrics are consistently improving. Primary Responsibilities - Ensures the profitability of multiple programs / accounts / LOB's by ensuring the attainment of client-specific KPIs and targets. - Has full P&L responsibility for all programs / accounts / LOB's managed and supported. - Maintains cordial and effective working relations with external clients and serves as the primary interface of clients. - Translates client requirements into action plans for the LOB's / accounts / programs. - Establishes open and honest communication regarding all aspects of the accounts'/programs'/LOB's performance. - Anticipates the needs of the clients proactively and acts on such requirements before they arise. - Monitor's account / program / LOB performance as contributed by individual and team efforts to ensure that profitability and efficiency are maintained and improved. - Conducts interval business reviews, ensuring that contract metrics and service level and KPI agreements are met. - Ensures that individual and global metrics are consistently improving for the account / program / LOB. - Upholds company policies as it relates to the program and drives for adherence to such policies. - Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company's standards of professionalism. - Ensures the recognition and reward of top performing team members through incentive pay-outs and non-monetary rewards. - Ensures that proper action is taken for non-performing team members as well as for those with documented infractions against company policies. - Ensures that performance planning/appraisal/feedback activities are conducted and the necessary documentation and processes are followed. - Drives for the conduct and adherence of proper coaching and mentoring to the entire operations team. - Seeks and coordinates for the assistance of internal support functions (i.e. HR, Work Force, Learning Services, Customer Experience, I.T., Facilities, etc.) for client requirements as needed and appropriate to ensure profitability and drive for continuous improvement in performance. ` - Participates in the budgeting process and adheres to the established budget for the accounts / programs / LOB's. Manages costs and expenditures efficiently and wisely within budgeted guidelines. - Actively monitors expenses incurred. - Maintains a high level of morale and productivity within the LOB's / accounts / programs. - Ensures that each team member is leading by example in step with the company's vision, mission, values and competencies. - Provides direction, mentoring, coaching, and counseling to direct reports and to the rest of the team as necessary and appropriate. - Maintains, and reviews as appropriate, company-set ratios on staffing to ensure smooth operations of the program. - Complements the forecasted call volume of the program with the adequate manpower on the floor by periodically checking forecasts versus actual call volumes. Qualifications - Three (3) to Fove (5) years experience in a Managerial capacity or Two (2) to three (3) years' experience in a operations managerial capacity in Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications. - Expertise in call center operations, financial management, and organization required. - Proficiency with MS Office applications or Google Suite Applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Nice, Verint, Blue Pumpkin, etc.). - Client relations. Leadership and people-management skills. - Project management skills. - Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence. - Excellent financial, planning, organizing and coordination skills; Adaptive to changing work schedules and working hours. - Active listening skills. - Operates with minimal supervision. - Customer focus. - Time Management and Multitasking skills. - Detail-oriented, Analytical, Problem-Solving and Decision-Making skills. - Presentation Skills. - Full-time availability to work on weekends as needed. - Availability to travel when needed.

• Review daily CSR needs, match reporters by geography/format, and update tracking systems. • Act as the primary liaison with reporters & agencies, maintaining performance records and contractual details. • Confirm reporters, share event details (Zoom links, locations, notices), and provide day-of support. • Resolve urgent issues such as late/no-show reporters or technical problems in real time. • Own the "top of funnel" for new reporters; guide them through the platform signup, verify credentials, and provide the training/support needed to ensure they take their first jobs successfully. • Maintain logs of reporter timeliness, attendance, and communication. • Collaborate with product/engineering teams to inform enhancements to reporting tools and processes.

Pyramid Healthcare is dedicated to offering the highest quality of care to those we serve. A focus on client-focused care establishes our family of brands as respected leaders in addiction treatment, mental health recovery and eating disorder treatment modalities. Pyramid Healthcare offers comprehensive behavioral healthcare defined by supportive environments that offer patients the strength they need to overcome life’s challenges. We offer behavioral healthcare services – psychiatry, addiction recovery, mental disorder treatment, etc. – that allow clients at all stages of recovery or rehabilitation to reclaim health and well-being. Summary: The Dispatch Lead will support the Dispatch Supervisor in scheduling transport for Drivers across the organization in their assigned region. Essential Duties and Responsibilities: • Receive, route, and troubleshoot facility and driver calls. • Enter data and run reports, to include reports related to Motive Care clients. • Schedule client transports to and from facilities. • Be available on call at least two weekends per month. • Attend meetings as required, to include in the absence of the Dispatch Supervisor. • Complete all required reports associated with the Transportation Department. • Ability to respond to emergency situations. • Ensure driver availability when needed. • Ability to work autonomously. • Ability to determine the most efficient routes to specified locations. • Completion of all required trainings as designated by the company and accreditation/licensing entities. • Other duties as assigned. Supervisory Responsibilities Will be responsible for supporting the supervisor with day to day operational needs. Required Qualifications Education, Licensure, & Experience • High school diploma or equivalent required. • Valid Driver’s License with a safe driving record. • Dispatch or Transportation experience preferred, not required. Job Knowledge, Skills, and Abilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Excellent oral and written communication and interpersonal skills • Familiarity of basic auto repairs • Ability to problem solve by gathering and analyzing information • Ability to handle a crisis and or potential risk situation and react appropriately • A working knowledge of federal and state standards as well as regulating body and compliance standards. Physical Demands While performing the duties of this job, the employee is frequently required to talk or hear. The employee is regularly required to sit, stand, use hands to finger, handle, or feel, and reach with hands and arms. The employee is seldom required walk, stoop, twist, kneel, or crouch. The employee must seldom lift and/ or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Work Environment This position is remote with the option to travel to corporate facilities and offices. The noise level at corporate facilities and offices is usually moderately quiet & indoors. Incumbent may be exposed to virus, disease, and/or infection from clients in the work environment. Incumbent may be exposed to traumatic situations (i.e. psychiatric). Pyramid CORE Values: We are committed and proud to live our CORE values and use them to inspire those around us. Our employees are expected to align with these values, behaviors, and standards. We are held accountable for upholding these CORE Values: INTEGRITY is striving to be honest, transparent, and ethical when dealing with clients, staff, and the community. DEDICATION is demonstrating an unwavering commitment to always provide exceptional care and support to those we serve is needed daily. COLLABORATION is a steadfast, team-focused approach; working together to achieve excellence. PASSION is genuine, compelling, and relentless desire to improve lives and support Pyramid Healthcare’s mission. Total Rewards for Full-Time Positions: - Medical, Dental, and Vision Insurance - Flexible Spending Accounts - Life Insurance - Paid Time Off - 401(k) with Company Match - Tuition Reimbursement - Employee Recognition Programs - Referral Bonus opportunities - And More! Want to know more? To learn more about Pyramid Healthcare, and how you can achieve personal and professional growth, visit us at: https://bit.ly/Pyramid-Careers. Pyramid Healthcare, Inc. is proud of its diverse workforce, and is an Equal Opportunity Employer.

• Respond in a timely and efficient manner to assigned onboarding tasks • During onboarding, support the transition of patients from admissions to treatment by scheduling initial intakes with providers, activating each patient or support’s Equip account, and ensuring a positive start to the treatment journey • Educate patients during onboarding on the Equip treatment model, virtual modality, and time commitment required for successful recovery in order to ensure strong patient/family expectations alignment • Update and manage provider schedules in line with workflows • Collaborate with provider leads to manage instances of provider out of office coverage • Follow established workflows to create a positive, consistent experience for patients / families when scheduling support is needed, as measured by scheduling satisfaction • Conduct proactive outreach to patients with appointment gaps (e.g., no shows / cancellations) in order to support strong intake attendance • Provide input on workflows to identify opportunities for improvements to improve patient satisfaction with scheduling • Complete required documentation within Equip’s digital systems in a timely and accurate manner • Adapt to organizational and/or team needs as required