Thomas Chea
About Thomas Chea
Thomas Chea serves as the Operations Manager at EmblemHealth, a position he has held since 1999. He specializes in call routing for telecom systems and has demonstrated significant achievements in forecasting call volume and managing departmental budgets.
Work at EmblemHealth
Thomas Chea has served as Operations Manager at EmblemHealth since 1999. In this role, he oversees various operational departments, including mental health, provider relations, direct marketing, pharmacy, and customer service. He manages a team of over 800 agents across multiple states, ensuring efficient operations and service delivery.
Telecom Systems Management
In his capacity as Operations Manager, Thomas Chea provides call routing direction for telecom systems. His expertise includes managing IVR, VOIP, and voice terminals, which are essential for effective communication within the organization. His work in this area supports the overall efficiency of call handling and customer service.
Budget Development and Financial Oversight
Thomas Chea played a significant role in developing a $12.5 million department budget at EmblemHealth. He is also involved in managing third-party service agreements, ensuring that financial resources are allocated effectively to meet operational needs and service levels.
Performance Reporting and KPI Management
Thomas is responsible for generating daily, weekly, and monthly KPI reports that highlight performance levels and productivity within the organization. His analytical skills contribute to tracking operational success and identifying areas for improvement.
Forecasting and Staffing Optimization
Thomas Chea achieved a 97% accuracy rate in forecasting contact call volume. This accomplishment has allowed him to optimize staffing utilization, ensuring that service levels are met effectively. His forecasting skills are critical for maintaining operational efficiency.