• Provide clinical and operational leadership for a high-volume, fully remote Nurse Triage call center • Drive workforce efficiency, schedule adherence, service-level performance, and clinical quality while leading and developing a distributed team of Registered Nurses • Partner closely with Workforce Management (WFM) to manage forecasting, scheduling, coverage planning, shrink, and real-time staffing adjustments using Calabrio • Monitor and analyze service-level performance, queue activity, occupancy, adherence, and productivity to ensure SLAs and KPIs are consistently met • Use Calabrio dashboards and reports to identify trends, risks, and opportunities; proactively implement corrective actions • Lead real-time operational decision-making in collaboration with WFM to address call volume fluctuations, absenteeism, and intraday staffing challenges • Ensure operational workflows support safe, efficient nurse triage while maintaining regulatory and client requirements • Lead, coach, and develop approximately 30 RN direct reports in a remote call center environment • Drive accountability for schedule adherence, attendance, productivity, and quality metrics • Conduct performance evaluations informed by Calabrio data, QA findings, and operational reports • Partner with QA and Training to implement targeted coaching plans based on performance and trend analysis • Foster a culture of ownership, transparency, and continuous improvement • Ensure adherence to triage protocols, escalation pathways, and clinical documentation standards • Support QA calibration, call monitoring, and chart audits to maintain clinical excellence and compliance • Address escalations and patient concerns promptly while maintaining professional and compassionate communication • Ensure compliance with HIPAA and all applicable state and federal regulations • Act as a key liaison between Operations, Workforce Management, QA, IT, Training, and client stakeholders • Prepare and present operational and workforce performance reports, including adherence, SLA attainment, staffing efficiency, and quality outcomes • Participate in strategic planning, workflow optimization, and operational improvement initiatives

• Build and own long-term and short-term capacity models to forecast call volume, staffing needs, and coverage requirements based on historical trends, seasonality, and business changes. • Build and maintain accurate volume forecasts using historical data, seasonality, and business drivers to predict contact demand across all supported channels. • Translate forecasts into hourly and daily staffing requirements to achieve service level targets and operational goals. • Create and maintain schedules that meet service level targets, operational coverage needs, and business priorities. • Manage PTO requests, schedule changes, and exceptions while balancing forecasted capacity and SLA goals. • Monitor real-time staffing, queue performance, and agent adherence, and recommend or implement intraday staffing adjustments. • Identify and escalate service level risks, staffing gaps, and unexpected volume changes, and partner with operations leaders on same-day action plans. • Track and report key workforce and contact center metrics, including service level, ASA, abandonment rate, AHT, occupancy, shrinkage, adherence, forecast accuracy, and staffing variance. • Produce recurring workforce reporting and analytics that support operational decisions, leadership visibility, and client experience improvements. • Deliver insights and recommendations to improve efficiency, optimizing staffing, reducing bottlenecks, workforce utilization, and operational consistency. • Partner closely with Nurse Triage and Patient Access Operations, Quality, and Training to support ongoing optimization and continuous improvement efforts. • Maintain workforce planning documentation, reporting standards, and operational best practices. • Help standardize workforce management processes across Nurse Triage and Patient Access functions.

This role is Remote, with travel expected at least 3 days per week. The Crouse Hinds (Global Energy Infrastructure Solutions) division is part of Eaton’s electrical sector and has over 125 years of experience in protecting people, processes and assets in the most challenging environments. Our strategic focus is on driving growth, leveraging innovation and building capability across our global network towards diverse customer base - end-users, EPCs, integrators, OEMs and distributors. We currently have an exciting new opportunity for a Channel Manager to join our team. What you’ll do: The Primary purpose of the zone channel manager is to create maintain and grow Eaton GEIS relationship within our local channel partners, EWS, technical distributors and resellers. Deploying and executing the Channel Strategy within the zone to deliver profitable sales and market share growth. - You will report to the zone leader and functionnaly to the channel director EMEA, you will work in collaboration with the other channel managers in your zone and with the direct account managers. You will focus on the strategic engagement of our key channel accounts for the Eaton GEIS product offering. Working with the sales, marketing and product management teams, you will ensure Eaton GEIS visibility, engagement and market share. You will implement penetration plans to increase our bid rates and market share with distributors. Strong written and verbal communication skills. - Develop, adapt and execute a tailored strategic growth plan for each account, communicate to internal and external stakeholders to ensure alignment. - Develop and standerdized incentive plans / Partnership program with all main accounts aligned with the European development strategy. - Develop opportunities on existing products to gain measurable market share as well as assess and bring new Eaton products in to the business offering. - Continuous performance analysis per country / Zone. - Chair and coordinate monthly and quarterly business review calls to ensure relationship is on track and key trends and potential growth targets identified.Manage the administration and database of the Order - Accurate input in to budgeting and strategic growth plans process for key accounts. - Undertake competitor tracking within EWS to ensure visibility of market share and corresponding actions are taken, feedback to internal stakeholders. - Managing and attending exhibitor events to promote Eaton solutions. - Working in collaboration with peers in the company. - Participate in Order Center, EDI and CRM projects. - Conversion analysis, promotion and secure stock sales orders. Coordinating stock recommendations and requirements - Supervising and negotiation for the contracts with the EWS, key customers, CAPs and distributors - Identify new business development opportunities and potential new routes/channels to market, developing a business development strategy relating to the sales objective and channel management in line with the european startegy. - Plan strategic actions in line with company specific agreed objectives. Coordinate and manage marketing activities with the channels. - Work within the company’s pricing policy always, liaising closely with the Internal sales Department to ensure that all special prices / deals are registered in the office. - Plan strategic actions with your distributors, deploy the tier strategy, drive business reviews with your customers and compile your data in the different reports and growth management tools . - Ensuring that all ethical, Health and safety policies are followed and promoted within the business. Qualifications: - Bachelor's / Master's Degree in Electrical Engineering, Software Engineering, or similar (Business & Sales related education will be considered as well), or proven experience in the same industry - 5+ years of sales experience, with proven track record in driving B2B sales where diagnosing complex customer needs is critical (ideally electrical area, however other relevant experiences will be considered) Skills: - Essential to have proven commercial, sales and customer relationship experience - Experience with electrical products is a plus. Familiar with modern sales techniques: value sales, challenger sales gap selling. - Fluent written and spoken English langauge essential for this role. - Knowledge of the local market and the customers as well as the key issues affecting the markets. He will also have demonstrable experience in working with these markets so that he understand the decision making process and the complex nature of the major projects. - Experience with EWS and distributors - It is a requirement that the person holding this position will be technically competent within the hazardous area environment, understanding certification and legislation issues in and around that area. - A high degree of cooperation and team work with other Eaton Divisions in the region will be essential, the candidate will therefore be required to demonstrate his ability to work with other team members - A high degree of competence in use of tools for analysis of data for sales planning purposes – particularly excel, including the creation and use of pivot tables and advanced features, creating and delivering PowerPoint presentations. - Proven ability to execute upon strategic commercial objectives - Is able to build a result orientated and collaborative culture within and across functions to ensure effective resolution, determination and deployment of policies, tools and metrics with peers - Ability to influence, externally and internally - Able to articulate customer needs and priorities to senior stakeholders. - An accomplished and inclusive people leader, with the versatility to manage the diverse needs of customer and partners - Able to analyse complex scenarios and produce realistic and simplified solutions - Values and places ethical and safe behaviour as their first priority - Able to effectively opperate & communicate in a multicultural environment. - Receives difficult information professionally without assigning blame. - View mistakes as opportunities to learn; seek feedback and ask for help. Respect, polite behavior, accept diversity and disagree. What We Offer - Competitive compensation and benefits package - Challenging projects in dynamic collaborative team - We make your aspirations matter – Eaton encourages internal promotion, whenever possible - We make your growth matter - We invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University. - We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the environment through power management technologies. - We make your wellbeing matter – We put your health and safety first. Wellness at Eaton is more than a program, it’s about changing the environment by offering the right tools to help empower employees to make that happen. We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, color, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law. #LI-JG1 We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.

• Own contract negotiations in partnership with Aerospace General Counsel and Sales leaders. • Establish and actively manage a performance management matrix for OEM agreements with key customers throughout the contract lifecycle containing all contractual obligations between the customer and the Barnes Aerospace businesses. • Ensuring key customer adherence to contract terms to deliver the EBITDA approved with commercial strategy (e.g., PIE pass-through, annual escalations) and properly customer notification in accordance with the contract and internal Change Management process. • Responsible for leading key customer contract monthly internal reviews with Customer Service Manager, Sales, and Pricing (e.g., Review LD’s, Internal Issues). • Analyze key customer contracts to build and drive implementation of Contract/Claim Management Strategy including management commercial risks and actions for EBITDA and cash generation. • Own and launch key customer contract renewal activities through contract signature. • Coordinate with Pricing and Commercial Finance to ensure deal accuracy and health with Sales and sites for key customer sales. • Own the communication management process for strategic customer correspondence with key customer for the sites. • Own contract reviews and approval workflows. • Champion contract policy and procedure revisions as appropriate. • Provide advice to the sites on specific key customer issues (i.e., risks, contractual/claims activities, etc.). • Attend customer reviews in conjunction with Customer Service to support contract reviews & commercial issues where feasible. • Provide quote, proposal, and bid support for key customer sales to Sales VPs and Customer Service where required. • Provide training on the necessary commercial and contractual knowledge and skills to the Customer Service Team members. • Lead the management of claims and disputes in accordance with the Claim Management process and collaboration with site teams.