Allan Hatleberg, Workforce Management Manager

I am part of the workforce management team, which helps to ensure that our service centers operate as smoothly as possible. I oversee monitoring all client call queues, prioritizing call routing, and making sure that we have enough customer service representatives in place to handle call volume as it rises and falls during the year. I’ve been at WTW for six years now; prior to that I served in the Coast Guard, which taught me a lot about determination and respect. I bring those values with me wherever I go, including to my team and the important work that we do.

Our team motto is: We are responsible for having the right people in the right place to ensure that our participants receive the white glove treatment that they deserve. If we accomplish this goal, we will always have the right number of representatives on duty to ensure our participants receive timely answers to their questions, and we will also have scheduled the right timing for trainings, meetings and call coaching to empower our representatives to provide excellent service and a great participant experience.