• Ensure strict HIPAA-compliant confidentiality with all client-related data • Oversee the day-to-day operations of Rethink’s Revenue Cycle Management services. • Supervise a team of Customer Billing Advocates, including but not limited to assigning and monitoring workloads, operational productivity and performance, and management of procedures and workflows • Serve as the Billing subject matter expert resource internally and externally. • Identify and implement opportunities to improve the quality of services that result in timelines and customer satisfaction • Work directly with clients who may be escalated and take responsibility for addressing the client’s concerns while implementing processes to avoid repetition of errors. • Builds effective and strong team committed to achieving organizational goals • Assess existing processes to ensure Rethink’s Revenue Cycle Management services are being provided based on payor current requirements and best practice • Assess denial trends identified in denial management platform (DocVocate) to analyze trends and communicate findings and implement long term solutions to minimize denials and aging A/R • Make recommendations to Rethink leadership to address and improve operational protocols that focus on enhanced customer experience • Communicate staff hiring needs based on existing and projected workload capacity based on new customer account acquisitions • Coaches and mentors the team in a manner that ensures high volume revenue collections • Work directly with the Quality Assurance team to implement processes/procedures to ensure denial management strategies are adapted & implemented across teams • Develop and perform quality assurance audits to ensure that timelines for billing are being met • Develop and manage new customer onboarding & implementation processes/procedures • Document and communicate updated payor billing requirements to team members • Facilitate regular staff meetings that focus on key business metrics • Organizes weekly production/action reports and provides them to management • Interview candidates, make recommendations for hire and terminations when applicable • Attend customer meetings as needed

Role Description As a Manager, Workforce Management, you will lead the Workforce team within a 24/7 BPO environment supporting email and chat operations. The role is responsible for shaping and driving the WFM strategy across the CX Operations and Support Practice. This is a high impact role focused on building and strengthening workforce planning capabilities, including: - Designing staffing frameworks - Leveraging AI and modern tools to model workforce needs - Supporting clients as they scale their operations You will report to the Director, CX Operations and Support Practice, and work closely with the QA, Technical Services, and Implementations teams. Qualifications - Bachelor’s degree in Business, Statistics, Operations Management, or related field (preferred) - 4–6 years of Workforce Management experience in a BPO/contact center environment, with at least 2 years in a supervisory or managerial role - Proficiency in WFM tools (Verint, NICE, Aspect, Genesys, or equivalent) and advanced MS Excel skills - Proven track record building staffing plans and headcount business cases with measurable outcomes - Hands-on experience with scheduling platforms; experience with Assembled is a strong plus - Proficiency with Metabase or similar BI/reporting tools for data interpretation and dashboard management - Demonstrated ability to use AI tools (e.g., ChatGPT, Claude, Copilot) to accelerate analysis, automate workflows, or build models - Strong communication skills with the ability to present workforce data and recommendations to both operations teams and client stakeholders - Experience leading or mentoring workforce analysts, schedulers, or WFM specialists - Comfort working across multiple client programs simultaneously in a fast-paced, ambiguous environment Requirements - Lead, coach, and develop a team of Workforce Analysts and Schedulers - Serve as the primary WFM point of contact for internal stakeholders and client discussions - Oversee the overall Workforce Management practice across supported programs - Build and maintain data-driven staffing plans for Boldr’s current and potential teams and client accounts - Develop and present business cases for headcount needs - Create scenario models for ramp, attrition, seasonal demand, and new program launches - Partner with client-facing teams to identify WFM-related growth opportunities - Own scheduling operations across supported programs using tools such as Assembled - Oversee intraday monitoring of volumes, queues, and agent performance - Interpret and communicate WFM metrics through Metabase dashboards - Identify workforce risks and propose mitigation strategies - Drive continuous improvement across WFM processes, tools, and reporting standards Benefits - Impact-driven work environment - Opportunities for professional growth and development - Collaborative and supportive team culture Company Description Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. We are a global team, united by our desire to connect diverse people with common values for boldr impact. We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

• Account management • Gather and analyze customer needs to propose appropriate solutions • Maintain client relationships and incorporate customer feedback • Develop and maintain strong client relationships • Identify new business opportunities (prospecting, meetings, market monitoring) • Structure and lead account plans • Optimize account management processes to achieve commercial targets • Develop and deploy action plans to convert prospects into customers • Manage your territory effectively (time, priorities, resources) • Build and update medium-term development plans • Maintain active competitive intelligence • Identify and qualify new markets and profitable opportunities • Actively participate in strategic lead generation • Develop and activate partnerships to support growth

• Generating business opportunities and managing the sales process through to closure of the sale. • Achievement of agreed quarterly sales goals. • Generate a sales pipeline, qualifying opportunities, and accurately forecast pipeline.