William Thorpe
Business Operations Management | Operational Excellence & Leadership | Servant Leader | Perpetual Learner | Business Development
- Role
- Assistant Director at UCLA Health
- Location
- Hampton, VA, US
- LinkedIn followers
- 500 followers
About William Thorpe
Customer-focused professional with verifiable records of achievements by making direct contributions towards the advancement of various organizations’ missions and enabling achievements of full business potential by delivering strategic leadership. 15+ years of experience in hiring, training, and managing staff, with focus on individual development plans and establishing performance metrics for optimal staffing and resource allocation.
Experience
Assistant Director
Aug 2024 — Present · Los Angeles, CA, US
Provides strategic oversight and leadership for the Member and Provider Contact Center, from initial planning and implementation through successful go-live and ongoing operations.Led the design and execution of new contact center infrastructure, including technology integration, vendor selection and management, and operational readiness to ensure a seamless launch and sustained performance.Oversees daily operations with a focus on workforce management (WFM) for optimal scheduling, staffing, and service-level adherence.Ensures delivery of best-in-class service for new and existing members by exceeding monthly CMS and organizational KPIs.Lead, coaches, and develops high-performing teams aligned with UCLA Health’s mission, values, and commitment to excellence.Implemented and manage operating systems, processes, and performance dashboards to drive consistent results and continuous improvement.Fosters a culture of accountability, innovation, and continuous quality improvement across all contact center functions.
Education
Old Dominion University
Bachelor of Science - BS, Business Administration, Management and Operations
1998 — 2002
Verizon Communications in New York
Intern, Business Administration and Management, General
1998 — 2000
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