• Build and maintain accurate short- and long-term forecasts for contact center and pharmacy operations across multiple workflows/teams. • Identify business drivers influencing volume trends (e.g., demand, seasonality, marketing, and product launches). • Translate forecasts into actionable capacity and staffing plans that balance efficiency, service levels, and budget goals. • Partner with Operations, Finance, and HR to align hiring plans and resource needs with business growth. • Analyze trends, variances, and real-time data to improve forecast accuracy and support operational decisions. • Develop dashboards and reports that communicate insights and recommendations to leadership. • Support scenario modeling for new programs, process changes, or technology enhancements. • Collaborate with Workforce Management and Product/Engineering teams to optimize systems and forecasting tools. • Contribute to building scalable, data-driven processes that enhance operational efficiency and patient experience.

• Lead the execution of research initiatives using syndicated and third-party tools (e.g., GWI, MRI-Simmons, YouGov, Comscore, Kantar, Nielsen, eMarketer, Mintel, etc.). • Conduct competitive analysis, category deep dives, and cultural trend mapping using existing market and syndicated sources. • Synthesize multiple third-party data sources (syndicated research, platform data, social listening tools, industry reports, market studies) into cohesive strategic narratives. • Transform data into human truths, behavioral insights, and cultural observations that drive communications strategy • Develop clear audience frameworks (personas, journeys, need states, motivations, barriers) grounded in syndicated research. • Analyze campaign performance and identify learnings across performance activity • Translate research findings into sharp problem statements, single-minded propositions, and communication objectives. • Support development of comms architectures and measurement frameworks aligned to audience behavior and market dynamics. • Help ensure consistency and connection across channels and touchpoints • Collaborate with media, strategy, and creative teams throughout the campaign lifecycle

• Tracks, analyzes, and reports on service level performance against agreed-upon targets on a daily, weekly and/or monthly basis utilizing an array of reporting tools and solutions. • Monitors SLA performance via Power BI dashboards or other reporting tools, engaging with Service Level owners in case of degraded performance supporting early root cause investigation efforts. • Interprets performance data to identify trends, inconsistencies, and opportunities for operational improvement. • Communicates service level performance to account leadership and clients through monthly reviews. • Initiates, monitors and facilitates Service Improvement Plans (SIPs) through root cause investigation tasks, coordinates assignment of activities and manages root cause completion with Subject Matter Experts (SMEs) within the scope of Service Level Management to address underperformance, prevent recurrence and improve service quality. • Coordinates communications between functional areas or departments and clients to support SIPs/RCA development and execution. • Calculates penalty at-risk for breached service levels. • Conducts annual reviews (as appropriate) of the entire Service Level Management process and provides recommendations to account leadership.

• Review, interpret, and categorize incoming FOIA requests to determine scope, complexity, and required tasking. • Conduct and/or validate adequate records searches in coordination with program offices. • Apply appropriate FOIA exemptions and redactions consistent with federal law, DOJ guidance, and agency policy. • Ensure responses meet statutory timelines, accuracy standards, and disclosure requirements. • Ensures consistency and mentors junior staff. • Performs additional duties as assigned.