Role Description We are seeking a Workforce and Reporting Manager to support a government‑contracted call center by overseeing forecasting, staffing, scheduling, and performance reporting. This role ensures efficient use of Customer Service Representatives (CSRs), meets service‑level requirements, and provides accurate operational reporting to internal leadership and government program officials. - Manage forecasting and staffing processes to ensure efficient, cost‑effective CSR utilization. - Develop and maintain annual, weekly, and daily staffing and scheduling plans. - Work closely with Program Manager and Operations Manager to determine future staffing needs and balance workload across locations. - Monitor performance against targets, identify gaps, and implement corrective actions. - Review workforce management tools and recommend improvements to enhance accuracy and efficiency. - Conduct ongoing assessments to improve forecasting, scheduling, and staffing processes. - Produce and manage required reports, including: - Daily and weekly performance reports - Monthly invoice progress reports - Quarterly work breakdown structure (WBS) reports - Annual summaries - Ad hoc and special‑request reports - Coordinate with government program officials regarding reporting requirements and status updates. Qualifications - Experience in workforce management within a call center environment. - Strong analytical skills with proficiency in Excel and reporting tools. - Familiarity with workforce management systems (e.g. Genesys). - Ability to interpret data, identify trends, and recommend operational improvements. - Strong communication skills and experience supporting government contracts is preferred. - Bachelor's degree in Business Administration, Operations Management, Statistics, Data Analytics, or a related field. Requirements - Must be able to pass a federal background check going back 7 years without felonies. - Must be able to pass a federal credit check.

• Own the execution of customer enablement programs supporting onboarding and ongoing product adoption. • Design, document, and maintain clear, repeatable customer journeys aligned to key customer lifecycle stages. • Own the Knowledge Base strategy, including structure, content standards, governance, and ongoing optimization. • Create and maintain customer education content, including written documentation and training videos. • Translate complex product functionality into clear, usable learning assets for multiple customer personas. • Track and analyze enablement KPIs such as adoption, feature usage, knowledge base engagement, and support deflection. • Use data, customer feedback, and trends to continuously improve enablement content and customer journeys. • Partner cross-functionally with Product, Customer Success, Support, Professional Services, and Account Management to support releases and reduce customer friction. • Identify opportunities to improve self-service and reduce reliance on reactive support through proactive education.

• Partner with the Director of Patient Experience to develop and execute performance strategies • Translate organizational goals into measurable performance targets • Oversee performance components of the outbound strategy • Support team leaders in implementing structured coaching and development plans • Own the design, tracking, and improvement of performance dashboards and reporting metrics • Collaborate with Workforce Management to ensure staffing models align with performance goals • Partner with IT to support tools and systems that enhance agent performance • Work closely with HR to support performance-related communication and initiatives

• Partner with the Director of Patient Experience to develop and execute performance strategies that drive sales growth, KPI attainment, and continuous improvement across a 90+ person team. • Translate organizational goals into measurable performance targets and actionable execution plans for sales and service teams. • Oversee performance components of the outbound strategy including call prioritization models, lead management workflows, agent productivity measures, and KPI tracking. • Support team leaders in implementing structured coaching, scorecards, performance routines, and development plans. • Deliver insights and recommendations rooted in data to enhance agent performance, operational efficiency, and patient scheduling outcomes.