• Determines contact center operational strategies by conducting needs assessments, performance/call reviews, capacity planning, and cost/benefit analyses; identifying production, productivity, quality, and customer-service standards • Prepares reports and analyzes contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction • Acts as a resource; handles call escalations, assists staff • Maintains and improves contact center operations by monitoring employee performance; identifying and resolving problems; preparing and completing action plans • Accomplishes contact center human resources objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures • Meets contact center financial objectives • Formulates agent engagement and retention strategies • Promotes a performance culture, framework and review processes to achieve service levels and improvements against set targets • Builds and maintains effective internal and external stakeholder relationships • Identifies best practice, processes and systems and drives a continuous improvement environment • Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends • Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices • Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

• Help Our Partners: Take calls, provide initial advice and provide regular updates on ongoing cases to our B2B partners in Italian and English. • Be Transparent & Customer-Centric: Ensure clear, honest communication that reflects our commitment to outstanding partner satisfaction. • Handle Tickets & Escalations: Manage incoming tickets, follow up on escalations, and proactively work on resolution and prevention. • Manage Bookings: Handle booking modifications and relocations with attention to detail and urgency. • Team Collaboration: Actively support and coordinate with other departments to ensure smooth workflows and excellent service delivery. • Manage Expectations: Balance the needs and expectations of both partners and account managers to deliver satisfying outcomes. • Record Details: Accurately document all work and partner interactions in our CRM system.

• Use internal knowledge materials and resources to quickly and accurately answer client inquiries, related to benefits coverage and service experience issues (ie. coverage eligibility, billing, refunds, clinical complaints, service interruptions, etc.). • Resolve complex and/or escalated inquiries that require investigation and a high degree of empathy, ensuring every interaction with Talkspace leaves our clients feeling cared for, understood and supported. • Participate in non-inbound volume related department operations speciality projects aimed to further support our clients in their full journey at Talkspace. • Educate clients on self-service resources available to them through our platform. • Follow up with clients when necessary to ensure resolution and satisfaction. • Identify client contact reason trends and roll up potential issues that may be interrupting service for client to leadership daily, as needed. • Keep up with business updates to ensure the assistance provided to clients is accurate. • Ability to meet productivity and quality benchmarks set by leadership. • Contribute to the improvement of our department by suggesting updates to departmental knowledge resources (internal knowledge base, correspondence templates). • Recommend changes to existing support processes and/or implementation of new standard processes aimed at improving employee productivity and job satisfaction. • Attend all department meetings, coaching sessions, 1:1s, etc., as scheduled. • Serve as onboarding buddy to department new hires and participate in onboarding training as SME, as needed. • Performs other related duties as assigned.

• Resolving and responding to escalated or complex customer complaints from various channels, including internal departments or executives, attorneys, regulators, political officials, and the Consumer Financial Protection Bureau. • Assisting in remediation efforts to prevent repeat complaints and reduce overall complaint volume. • Researching, resolving, and responding to complaints received by phone, mail, email, fax, social media and third-party agencies. • Tracking and researching customer complaints. • Providing clear, complete, timely and professional written responses to customer complaints. • Engaging internal and external resources as needed to support complaint resolution. • Maintaining accurate and complete records for documentation. • Partnering with inside and outside litigation counsel and providing required documentation as needed.