• Support strategic growth initiatives • Focus on investor engagement • Evaluate acquisition opportunities • Execute M&A transactions • Work closely with leadership, finance, and cross-functional teams

• Lead the strategic planning, development, and technical oversight of health initiatives across Africa and Latin America programs • Ensure the implementation of sustainable, transformative health solutions including mobile medical clinics, mosquito prevention, antenatal care, and WASH training • Support country teams, manage budgets, guide program development, and foster partnerships • Facilitate ministry activities and contribute to OB’s Biblical mission to meet physical and spiritual needs

• 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.