Jacob Kunz

Jacob Kunz is a seasoned workforce operations professional with extensive experience in managing capacity planning and operational performance. Currently serving as Sr. Manager of Workforce Operations at Collective Health since June 2022, Jacob has successfully implemented comprehensive reporting systems and established a capacity planning team focused on non-phone contact types. Previously, Jacob contributed nearly 11 years at Discover Financial Services, holding various positions from Workforce Management Agent Data Analyst to Workforce Management Manager, where responsibilities included overseeing a team supporting over 1800 agents, developing workforce management processes for new business units, and coordinating staffing strategies across multiple lines of business. Jacob's strategic collaboration with leadership and emphasis on data-driven decision-making have consistently enhanced workforce efficiency and service levels.