Jeremy Hyde

Founder of WFH Alliance, a community and learning platform for contact center leaders managing remote and hybrid teams. Focused on helping operators share what’s actually working across: • Workforce strategy and staffing models • Remote leadership and engagement • AI adoption in contact centers Host of in-person conferences, virtual sessions, and training programs designed for small-group, practitioner-led discussions.

Lead a fully remote contact center supporting customers across voice and SMS channels. Focused on building a more flexible, scalable staffing model and modernizing CX operations. Key outcomes and areas of focus: • Built a 100% remote workforce model • Designed a layered staffing strategy (full-time, scheduled part-time, flexible part-time, bpo) • Developed ability to increase staffing by up to 75%+ during disruption events using flexible staffing • Implemented SMS support channel, shifting 30% of volume from voice • Testing and implementing AI tools • Reduced reliance on traditional staffing models while boosting service levels

Midwest Contact Center Association is a contact center group that has been put together by contact center professionals for contact center professionals. The focus of the association is to bring together contact center professionals with the common goal of education, collaboration, and networking.

Create content for the contact center community as part of the Vistio Knowledge Collective.

I am responsible for Managing the Customer Service team with a focus on customer experience and operational outcomes as well as Customer Service Vendor Oversight. I strive to lift the team up, help them develop and grow, while also improving the relationships we have with our partners. Finding and empowering the right people while building the right culture creates our success. At the same time, we use data and analysis to identify opportunities to improve process for our customers and team members.

I manage a contact center that providers 24/7 patient support and claim processing. We are focused on creating a positive experience and helping patients get the medicine they need to feel better. I am responsible for all management duties including but not limited to: Delivering a positive customer experience Meeting call center goals Recruiting and hiring Coaching and performance management Process improvement Contracting and billing standards Leadership development and training Running a team that operates 24/7/365 has been an awesome challenge! It has given me the opportunity to hone my skills in individual coaching and development, effective/creative communication, developing/delivering training, scheduling and forecasting.

I was asked to build a new team and service model that would support an innovative new product called My Plan by Medica. This was a first of its kind private health insurance exchange that utilized a defined contribution model. My team was responsible for interacting with customers, clients, health care providers, vendors and internal stake holders. I worked with our technology vendor and internal stakeholders to develop the product, deliver IT enhancements, and improve processes to stay ahead of the competition. I managed a team of 8 - 12 employees, client relationships, and several vendor relationships with impacts to both service and operations.