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Provides high-level administrative support to executives by managing calendars, communications, travel, documents, meetings, action items, confidential information, events, and stakeholder relationships. The role also supports strategic initiatives, coordinates projects, anticipates leadership needs, and proactively resolves operational issues.

Plans and forecasts contact center staffing needs using historical and real-time data. Develops schedules aligned with call volumes, coordinates staffing plans with cross-functional teams, monitors production efficiency, and prepares performance, forecast, and ad hoc reports. The role supports service-level performance and customer experience while optimizing workforce allocation.

Lead QA for internal insurance lines, manage sampling and statistical controls, analyze quality trends, coach QA analysts, run Lean/Kaizen improvements, partner on QA dashboards, and deliver scorecards and action plans.

The SEM Manager will plan and optimize paid search campaigns, enhance online visibility, generate leads, manage budgets, and analyze data-driven strategies to improve performance in the insurance industry.

Provide L3 infrastructure support: administer and monitor virtualized servers and storage, perform patches and updates, manage VMware/Hyper-V and Microsoft server applications, generate monitoring reports, troubleshoot escalations, configure remote access and DHCP, assist migrations, perform on-site hardware tasks, and participate in on-call rotation.