At the heart of every successful organization lies a dedicated team ensuring smooth operations and exceptional service delivery. Meet Rodney Leggett, Manager of Workforce Management at Conduit Health Partners. With over a decade of experience in call center operations and a passion for efficiency, Rodney leads the charge in optimizing staffing strategies to elevate customer care and operational excellence.
Nurturing Operational Efficiency
In his role as the Workforce Management (WFM) Manager, Rodney orchestrates the strategic deployment of resources across Conduit Health Partners. His responsibilities span from forecasting and schedule optimization to real-time management, crucial for maintaining high service levels within the call center environment.
“My role is to lead the workforce management team, ensuring we have the right staff in the right place at the right time across the organization,” Rodney explains. “This involves partnering with operations and providing insights on forecasting, schedule optimization, capacity planning, and real-time management of our call center performance.”
A Journey of Growth and Impact
Having spent a decade in various call center roles before transitioning to WFM, Rodney credits his journey to mentors at Conduit who recognized and guided him toward leadership. “I was fortunate to have leaders like Toni Gadberry and Dominique Wells, who recognized my potential and supported me in building the WFM team to its current state,” Rodney reflects. “My prior experience has taught me the importance of adaptability and empathy,” he continues. “Understanding both the technical aspects and human dynamics allows us to deliver exceptional service while supporting our team’s professional growth.”
Beyond the Office
Outside of work, Rodney finds creative solace in his home recording studio, where he collaborates with recording artists to produce and engineer music.
“When I’m not working, I enjoy spending time with my wife and three children,” Rodney shares. “I also have a small recording studio at home, where I produce and engineer music for several recording artists that can submit their work to me and I mix and master to make their music sound professional. I think working with music production systems since I was a teenager has given me a strong foundation with technology and being able to quickly adapt to new systems which has had an impact in my career here at Conduit.”
Looking Ahead
As Conduit Health Partners continues to expand its service offerings, Rodney remains excited about the future. “I am eager to see how our team’s innovations will enhance our clients’ experiences,” he shares enthusiastically. “One of my biggest motivations is seeing an idea come to life and the resulting impact,” Rodney says. “The autonomy to create solutions and solve problems keeps this role interesting and engaging.”
Rodney’s commitment to operational excellence and his passion for both his team’s success and the art of music highlights a professional journey rooted in creativity and impact. Rodney continues to inspire those around him, embodying the spirit of leadership and innovation at Conduit Health Partners.
