Mark Williams
About Mark Williams
Mark Williams is the Workforce Operations Manager at Hopper, with extensive experience in workforce management across various companies.
Current Position at Hopper
Mark Williams holds the position of Workforce Operations Manager at Hopper. In this role, he operates within a work-from-home (WFH) environment, overseeing key components of workforce operations. His responsibilities likely include intraday labor management, forecasting, scheduling, metrics/reporting, and tools support to enhance the company's workforce management processes.
Previous Experience at Humana
Before joining Hopper, Mark Williams served as the Associate Director of Workforce Management at Humana for six months from 2020 to 2021. During his tenure, he worked remotely and contributed to enhancing workforce management operations at the company.
Role at Excellus BCBS
Mark Williams worked as the Director of Workforce Optimization at Excellus BCBS from 2019 to 2020 in the Rochester, New York Area. He implemented a comprehensive capacity planning process that significantly improved service levels and real-time adherence. He also led a team of 35 in Workforce Management to support over 1,000 representatives across four New York sites and successfully reduced employee attrition rates from 10-12% per month to 2-3%.
Experience at The RealPage Contact Center | Level One
From 2016 to 2019, Mark Williams served as the Director of Workforce Management at The RealPage Contact Center | Level One in Richardson, TX. In this role, he managed workforce operations and optimized efficiencies within a mid-sized in-sourced environment. His experience included translating best practices from managing a large workforce in outsourced settings to a more localized operation.
Academic Background
Mark Williams studied at Northeast Nebraska Technical Community College, where he achieved an Associates Degree in Applied Sciences. His educational background provided a foundation for his extensive career in workforce management and operations.