Maintaining a close working relationship with all departmental leadership in developing staffing strategies

Advise Site Directors, Business Managers and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload- between departments and sites on a regular as well as ad hoc basis, acting as an advocate for the caller

Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance

Partner with Site Director regarding forecasting / planning based on actual experience and trend analyses and implement necessary tactics to achieve service targets.

Partner with staff and leadership (e.g., Site Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis- of reports (e.g. consolidate queues, change phone hours)

Analyzing real-time call trends and adjust staffing to ensure service levels as well as company’s financial goals (efficiencies) are met