Business Solutions Department Manager

Performance Outcomes  

Training Strategy & Development 

• Design, develop, and continuously improve onboarding and ongoing training programs 

• Ensure training content stays current, effective, and aligned with operational processes 

• Partner with operational leaders to identify training needs based on trends, errors, and business changes 

• Establish and maintain training standards, materials, and documentation 

Team Leadership & Development 

• Lead, coach, and develop training and coordination staff 

• Set clear goals and performance expectations aligned to departmental objectives 

• Foster a culture of accountability, collaboration, and continuous improvement 

Workforce Tools & CCaaS Ownership 

• Own the performance, optimization, and management of the CCaaS platform 

• Ensure workflows, routing, and configurations align with operational needs 

• Drive adoption of workforce tools and identify opportunities to improve efficiency through better system utilization 

• Partner with stakeholders to troubleshoot issues and implement enhancements 

Reporting & Insights 

• Develop and deliver clear reporting for department and executive leadership to support business reviews 

• Ensure reporting accuracy, consistency, and clarity 

• Manage employee engagement budget 

Scorecards & Quality Metrics 

• Develop, maintain, and evolve scorecards for frontline managers and teams 

• Define and refine KPIs and quality standards in partnership with leadership 

• Identify trends, gaps, and opportunities in quality and performance to support coaching and accountability 

• Align scorecards with training initiatives to reinforce continuous improvement 

Operational Alignment & Continuous Improvement 

• Partner cross-functionally to align training, tools, and service expectations 

• Support implementation of new processes and operational initiatives 

• Promote standardization and consistency across teams 

Additional Responsibilities 

• Support escalations, research, and cross-functional initiatives as needed 

• Coordinate employee engagement activities and staff meetings 

• Other duties as assigned 

Education, Knowledge, and Experience 

• Bachelor’s degree in Business Administration, Communications, or a related field, or equivalent work experience  

• 2+ years of leadership experience with a focus on coaching and team development  

• 2+ years of experience in contact center operations, training, or workforce management preferred 

• Strong understanding of contact center operations and key performance drivers  

• Experience with Contact Center as a Service (CCaaS) platforms (e.g., Zoom/Talkdesk, or similar)  

• Proficiency in reporting and data analysis tools (e.g., Excel, Power BI, Tableau, or similar)  

• Demonstrated ability to translate data into actionable insights and drive performance improvements  

• Experience designing and delivering onboarding and ongoing training programs  

• Strong project management and organizational skills with the ability to manage multiple priorities  

• Excellent communication and interpersonal skills with the ability to influence stakeholders 

FLSA Status 

Exempt 

Physical and Mental Requirements/Work Environment 

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Regular and predictable attendance and punctuality is  

• Some travel may be  

• Prolonged periods sitting or standing at a desk and working on a computer 

• Must be able to regularly lift, carry, and otherwise move up to 15 pounds at times and occasionally up to 30 pounds 

• The ability to frequently, physically move between departments/floors