• Manage the daily operations of our Patient Engagement Center (PEC) • Ensure our contact center team members are delivering a world-class patient experience • Responsible for hiring and onboarding, scheduling, performance managing, and reporting on PEC team member performance • Initially support inbound voice interactions, and over time, handle additional interaction channels, such as outbound, chat, and email • Ensure the PEC meets or exceeds department, team, and team member goals and KPIs • Interview, hire, and onboard new PEC Advocates • Coach and performance manage PEC Advocates to maximize productivity and quality • Develop and manage effective daily plan for overseeing PEC operations, including team member schedules and adherence to schedules • Collect and analyze PEC statistics, translate into consumable insights, and make adjustments to operations to improve performance • Monitor live and recorded interactions, provide feedback to PEC Advocates, participate in calibration sessions to ensure alignment on what constitutes a quality interaction • Support new hire and ongoing training through coaching, role play/mock calls, scheduling shadowing/nesting with experienced Advocates • Ensure IVY and PEC policies, procedures, and processes are followed • Produce routine performance reviews for each team member along with a development plan for the coming year • Provide continual evaluation of processes, procedures, and technology and suggest improvements • Understand and perform PEC Advocate duties as needed, to include handling interactions • Perform other duties as necessary to support the PEC and Ivy in meeting objectives and KPIs

• Be responsible for delivering highly successful, brilliant campaigns that outperform KPIs, to budget and on-time. • Start to define campaign delivery plans and measurement targets. • Effectively track and optimise campaigns. • Be a point of contact for our clients on day to day tasks and deliverables. • Develop and implement, as well as follow guidelines and processes contributing to ideas around automation or process improvement. • You’ll actively contribute to developing best-practice roadmap so that our Media offering is continually developing. • Mentor others across the practice helping to grow capability and knowledge.

Description At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. Job Summary The Services Resource Advisor is responsible for the allocation of CDW resources in fulfillment of exceptional customer outcomes, coworker engagement, and project financial success. The role is responsible for partnering with Sales, Services Delivery Managers, and Services Resources in the areas of project fulfillment, system updates, and reporting. What you will do: * Fulfill assignment of CDW Consulting Professionals to deliver best-in-class customer experience and achieve operational excellence * Drive business outcomes by planning for and matching resource demand with supply/capacity * Qualify business opportunities internally and externally to determine viability * Identify and overcome internal and external hurdles in the business that are hindering the sales process and develop and solve with creative solutions/roadmaps * Build, maintain, and engage an ecosystem of services suppliers to provide additional resources as needed * Manage organizational capability platform and make data available to align project skills, specifications, and customer goals as they relate to resource assignments * Attain revenue and gross profit growth targets within supported verticals * Monitor capacity across capability areas on an ongoing basis, and proactively work to re-balance professionals who are above / below utilization targets * Communicate with project team on customer requirements * Responsible for continuous process and resource management improvement What we expect of you * Bachelors' Degree or equivalent experience required or computer-related field or equivalent experience. Or 7 years of relevant professional experience -or- 3 years of CDW experience -or- 2 years of Supervisory experience * Strong independence and ability to influence others * Demonstrated ability to balance multiple priorities simultaneously with a high attention to detail * Strong organizational skills with a track record of meeting deadlines and the ability to adapt to the changing needs of the business * Excellent written and verbal communication skills with the ability to effectively articulate information and interact * Proven ability to build relationships and trust within a workforce and leadership teams, take initiative, and exhibit solid analytical capabilities * History of successfully coordinating complex projects, with multiple facets and stakeholders * An eagerness to continually learn new technology and keep pace with an ever-changing industry * Desire to apply thought leadership and nominate effective change to current workflows * Motivated to produce and achieve successful outcomes for the business * Decisiveness and good judgment to address pressing project matters when time is limited * Hands on experience with workflow and/or resource management tools * Experience in resourcing teams based in multiple locations * Prior experience working within an IT or consulting environment Pay range: $ 68,000 - $73,000, depending on experience and skill set Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials * CDW is committed to being an AI-fluent organization * We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work. * We make technology work so people can do great things. * CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).

• Create and maintain a diverse, high-performing store management team through consistent selection, development, and motivation • Provide coaching, mentoring, and overall direction of accountabilities to meet district and regional goals • Effectively communicate business and financial objectives • Analyze district performance in order to deliver appropriate feedback to regional director • Develop a district sales strategy that ensures profitable growth • Lead the store teams to meet sales/payroll budgets through appropriate execution • Foster a selling culture throughout the district, ensuring a positive customer experience that meets and exceeds every customer’s expectation • Articulate the vision and ensure execution of brand visual standards consistently • Partner with Loss Prevention to ensure adherence to loss prevention policies and procedures and proactively identify trends that support achieving district and store shrink goals • Cultivate an environment of open communication and drive the performance management and development of associates within the district • Represent the company in a professional and positive manner