• Assess current-state business processes across key operational areas • Facilitate stakeholder workshops and discovery sessions to gather requirements and pain points • Develop current-state and future-state process maps (BPMN or similar) • Identify process gaps, redundancies, bottlenecks, and opportunities for automation or standardization • Perform root cause analysis and recommend process improvements aligned with organizational goals • Translate business needs into clear functional and process requirements • Produce high-quality documentation including: Process maps and workflows, Business requirements documents (BRDs), Gap analyses and recommendations, Implementation of roadmaps and prioritization matrices • Ensure deliverables are clear, actionable, and aligned with leadership expectations • Collaborate with leadership, program teams, and technical stakeholders • Facilitate working sessions and presentations to validate findings and recommendations • Build consensus and drive alignment on future-state processes • Provide recommendations for process governance and performance metrics • Support the development of KPIs and measurement frameworks to track improvements • Deliver a final report summarizing findings, recommendations, and next steps

• Conduct organizational studies and evaluations to assess the effectiveness of current processes. • Collect and analyze data to generate insights into workflow efficiencies and process bottlenecks. • Design and implement systems and procedures to enhance operational efficiency. • Work collaboratively with team members to develop practical solutions and best practices. • Conduct work simplification and measurement studies to streamline tasks and reduce inefficiencies. • Prepare and maintain detailed operations and procedures manuals.

• Bridge business requirements and IT solutions • Analyse the impact of technology changes on current business processes and existing technology. • Document requirements and break down complex initiatives following agile/MVP principles. • Champion UI/UX best practices during design and development. • Coordinate solution delivery via sprints across planning, refining, developing, testing, and releasing activities. • Negotiate scope changes with the Scrum team and the business sponsors. • Facilitate knowledge transfer and foster change management activities. • Analyse system defects and assist in the verification and validation of fixes. • Work with QA to develop and/or review test plans and assist with testing as required.

• Own short-, mid-, and long-range capacity plans across queues, skills, and channels • Develop interval-level forecasts using Calabrio historical, Amazon Connect telemetry, seasonality, and operational inputs • Perform daily and weekly reforecasting to adjust for demand variability • Build and maintain forecasting assumptions (AHT, shrinkage, arrival patterns) in partnership with IT/BI • Design and optimize multi-skill schedules that balance service levels, compliance, fairness, and employee preferences • Ensure schedules meet RN licensure, state-specific coverage, and specialty skill requirements • Drive adherence and conformance using Calabrio • Monitor real-time performance metrics including SL, ASA, AHT, backlog, occupancy, and adherence • Partner with IT and Operations to adjust routing, overflow, and IVR strategies • Analyze forecast variance (WAPE/MAE), schedule efficiency, adherence, and productivity