Jay Patterson
Sr. Manager- Workforce Operations | Sr. Project Manager - Workforce Transformation | Vendor Management | Customer Success & Operational Excellence
- Role
- Manager Workforce Management at Humana
- Location
- Greensboro, NC, US
- LinkedIn followers
- 500 followers
About Jay Patterson
As a Senior Manager of Workforce Operations at AT & T, I lead the strategic and operational management of multiple business enterprise call centers, workforce teams, and vendor relationships. With over 20 years of experience in operations management, I specialize in project management, capacity planning, scheduling, real-time queue management, business contingency planning, reporting and analytics, payroll/timekeeping, and leave management.As a project manager, I excel at driving cross-functional initiatives from concept to execution, ensuring projects are delivered on time, within scope, and aligned with organizational objectives. My ability to manage complex projects includes resource allocation, risk mitigation, stakeholder communication, and performance tracking—all while maintaining a focus on continuous improvement.I am passionate about optimizing key performance indicators (KPIs) and delivering measurable business results within dynamic call center environments. By leveraging strong relationships with leaders at all levels and collaborating with cross-functional stakeholders, I align strategies to achieve both short-term goals and long-term success.Adaptable to fast-paced and rapidly changing environments, I thrive on tackling challenges head-on. My data-driven approach ensures informed decision-making while enhancing performance and operational efficiency. Additionally, my extensive knowledge of customer relationship management (CRM) systems and workforce management tools allows me to streamline processes and improve outcomes.Beyond meeting targets, I prioritize fostering a culture of collaboration, innovation, and teamwork. By combining my project management expertise with a focus on empowering teams, I drive sustainable success and deliver value across the organization.
Experience
Manager Workforce Management
Jan 2026 — Present · Greensboro, NC, US
Education
University of Scranton
Business Management, Management, Statistics, History
1992 — 1996
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