• Efficiently manage Real time labor resources for HPOne’s inbound and outbound call volume, while maintaining and exceeding goals and expectations • Update published schedules one week out to same day as needed to ensure optimization and to align activities and demand changes post publication • Coordinate with operations team and initiate contingency plans for unusual volume or agent availability situations • Monitor adherence real time to ensure performance is within pre-set parameters, partner with leadership to resolve schedule adherence issues, escalating issues to operations managers if necessary • In partnership with Workforce Administrator deliver reports to internal and client audiences • Interface with operations management to resolve conflicts between agent requests and/or needs of the business, making schedule changes when necessary • Support skilling and scheduling updates as required in partnership with WFM Administrator and WFM Analyst • Prepare and present any post-day, post-action, and next 2 day previews as needed to internal and external audiences • Embrace change, and constructively address and resolve barriers and constraints • Analyze and evaluate workforce metrics to improve human resources capacity planning and maximize labor utilization rates • Performs other related duties as assigned

• Work with clients to schedule On-site and Pre-Scheduled Video (VRI) Interpreter appointments to fulfill our clients’ needs and expectations. • Manage urgent needs by accessing Propio’s database of Interpreters to solve last-minute requests by the client. • Track and audit schedules and timesheets for the interpreters that service our clients and our community. • Work collaboratively with other departments within the organization to ensure continuity and consistency in delivering the client experience. • Support Interpreters by projecting a positive personality, create events and programs to increase Interpreter engagement and satisfaction. • Ensure documentation required for Interpreters and Clients are handled securely and with confidentiality. • Other duties as assigned.

• Present and convey information from NexRep’s clients to the independent contractors in a live virtual environment. • Co-facilitate certification groups. • Complete daily roll-ups to Operations on the progress of the class. • Consistently collaborate with campaign managers on content to ensure that client’s policies and procedures are up to date. • Create and update content to be used in Certification. • Get feedback from independent contractors to identify trends. • Host refreshers to keep independent contractors up to date on client’s policies, products, procedures, etc. • Implement and evaluate existing techniques used for certifying independent contractors. • Meet with contractors 1 x 1 when they are behind on certification content. • Help new contractors in their first 1-2 weeks of service after completing certification.

• Provide real time chat support to contractors while they service • Host one on one sessions with contractors to increase performance and knowledge of the client’s account • Review performance data and provide recommendations to the Operations Manage to meet client goals • Keep all client resources up to date • Communicate changes from the client to contractors • Host group sessions with contractors • Send and reply to messages from contractors • Review customer satisfaction data to identify trends for NexRep’s clients • Provide detail scoring information to independent contractors