Run workforce management across every queue the vendor operates for us (inbound reception, claimant screening and qualification, outbound follow-up with accepted claimants, application prep and document review, and claim submission): forecast volume from our pipeline, set agent allocation by workstream, plan hiring classes and ramp timelines, and keep coverage aligned to Eastern Time business hours. We're hiring a Contact Center Operations Manager to own that vendor relationship and run the day-to-day operation: workforce management, queue and backlog monitoring, quality, custom reporting, and the daily communication with the vendor's team leads.