This is a remote role with travel required as needed to support operational observation, real-time floor support, leadership meetings, technology implementations, business-continuity activities, training/partnership needs, and cross-functional planning across Beacon locations. Own the Engagement Center workforce and capacity scorecard, including forecast accuracy, staffing variance, schedule efficiency, adherence, conformance, occupancy, shrinkage, overtime, service level, average speed of answer, abandonment, average handle time, productivity, backlog/aging, and other relevant measures.