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Monitors real-time call center staffing, agent schedule adherence, and activity against interval staffing requirements. Adjusts breaks, lunches, and schedules to optimize coverage; identifies staffing variances and coordinates contingency actions. Performs real-time agent callouts and follows up with vendor operations to resolve activity issues. Reports staffing performance and communicates updates to internal and external teams through Microsoft Teams and email.

The Knowledge Author Lead develops and maintains knowledge articles, ensuring quality and accessibility while engaging with business partners to understand content needs and improve service delivery.

Responsible for designing, developing, and implementing training content for new hires and ongoing learning programs in a service center environment, using instructional design methodologies and tools.

Provides strategic and day-to-day HR support to assigned departments and accounts. Responsibilities include employee relations, disciplinary processes, engagement and retention initiatives, talent management, HR compliance, business partnering, attrition analysis, employee movement approvals, reporting, and coordination with payroll and other HR teams.

Monitors voice and non-voice customer transactions, evaluates calls and surveys against quality and CSAT standards, identifies customer pain points, conducts calibration sessions, and analyzes quality trends. The role encodes evaluations, prepares timely reports, provides actionable insights to Operations and Training, identifies training needs, and escalates nonconforming behavior. It also supports quality assurance, customer experience improvement, and adherence to service quality plans.

Manages business excellence, quality assurance, client performance, audits, compliance, training, and continuous improvement. Leads Lean Six Sigma and Kaizen initiatives, investigates quality issues, manages change controls and controlled documentation, develops employees through coaching, and ensures compliance with QISMS, HIPAA, ISO, SOP, and regulatory requirements. Acts as a quality liaison with clients and business partners while driving process maturity and operational performance.

Monitors customer interactions across web, voice, email, and written channels to evaluate quality, CSAT, compliance, and operational performance. Analyzes surveys, call recordings, sentiment, contact reasons, and process issues; produces reports and actionable insights; conducts calibration and coaching sessions; supports training, incentive programs, and continuous process improvement. Maintains QISMS and HIPAA compliance, protects sensitive information, and assists operations with service levels and escalated calls.

Design, develop, implement, and evaluate new-hire and ongoing contact center training using instructor-led, virtual, and eLearning formats. Maintain curriculum, create micro-learning and role-play scenarios, measure training effectiveness, mentor other instructional designers, and partner with operations, quality, and SMEs to align learning with business needs and Agile-driven changes.

Lead analysis and hypothesis-driven testing to improve GenAI accuracy and knowledge quality. Govern KnowledgeXchange workflows, review and optimize knowledge articles, partner with technology teams to validate platform changes, and translate diagnostic insights into actionable KM and technology strategies. Maintain QA, content standards, and feedback loops to improve AI responses and user behavior.

Lead creation, improvement, and governance of knowledge articles for service and coverage review operations. Capture, structure, tag, and publish content in enterprise KM platforms; apply KCS and technical writing practices; monitor usage and lifecycle; prioritize requests and manage cross-functional partnerships with SMEs, instructional designers, and business stakeholders to meet service targets.