• Stand up, develop, and lead a new contact center operation • Oversee daily operations and performance of the team • Manage, coach, and develop staff to meet established performance standards • Monitor key performance indicators and report on operational outcomes • Ensure customer issues are resolved promptly and thoroughly • Drive consistency in service delivery to meet contractual outcomes • Build strong cross-functional relationships across Sharecare • Identify opportunities to expand scope in partnership with leadership and clients • Hire, onboard, and develop a net new frontline team • Develop and implement engagement strategies to drive retention, performance, and team satisfaction • Monitor staff attendance and performance daily • Develop and maintain Standard Operating Procedures • Analyze operational trends and conduct recurrent training as required • Lead operational transitions including technology migrations • Identify and implement process improvements to enhance service efficiency

• Analyzing customer interactions using Verint’s Speech Analytics technology • Identifying behavioral trends, operational inefficiencies, compliance risks, and improvement opportunities • Maintaining categories, keyword libraries, and search queries • Validating findings, identifying root causes, and quantifying business impacts • Creating analytical narratives, incident summaries, and business cases • Utilizing advanced analytical techniques and reporting methodologies • Monitoring call activity near real-time for trends and issues • Presenting findings, observations, and recommendations to leadership

• Answer and track incoming calls • Prepare and submit accurate, detailed reports in government systems • Train and onboard new CSRs • Conduct database and open-source research • Route and escalate calls appropriately • Other duties, as assigned

• Analyze, manage and delegate daily workflow to and from external vendors • Analyze and ensure vendor accuracy by reviewing and consolidating work product • Communicate regularly with department leaders, subject matter experts, and quality teams • Ensure adherence of regulatory and compliance mandates • Work with Information Technology to define business requirements • Administer daily oversight and resolution of issues affecting vendor user system access • Participate as a liaison between department leaders and vendors • Maintain accurate documentation of assigned and completed vendor work • Identify new opportunities for vendor engagement