Teams at Boldr (boldrimpact.com)

Manage workforce planning, scheduling, and real-time monitoring for multi-channel contact center programs. Build forecasts, staffing models, and dashboards; monitor SLAs/KPIs; perform root-cause analysis; recommend staffing and process improvements; coordinate with operations and client teams and support client-facing reviews.

Own client relationships and operational performance for assigned clients. Manage and develop Team Captains, run performance reviews, reporting, escalations, onboarding, training, process improvement, SLAs/MSAs, billing follow-ups, and cross-functional coordination to meet client KPIs and drive growth.

Manage strategic client accounts to drive renewals, expansion, adoption and customer satisfaction. Onboard clients, maintain health metrics, build executive relationships, identify growth opportunities, document activity in HubSpot, and collaborate cross-functionally to improve client journeys and revenue.