Company
BusinessSolutionsDepartmentManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Business Solutions Department Manager. Skills: training programs, workforce tools, reporting, performance outcomes. Design, develop, and continuously improve training programs. Own the performance, optimization, and management of CCaaS platform”
What You'll Achieve.
driving operational effectiveness; deliver consistent, high-quality service; support data-driven decision-making; developing team capabilities; improving performance outcomes; drive efficiency, consistency, and overall business performance; improve efficiency through better system utilization
Industry & Context.
troubleshoot issues; identify trends, gaps, and opportunities
Regular and predictable attendance and punctuality is required, Some travel may be required, 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
What They're Looking For.
Must Have
2+ years of leadership experience with a focus on coaching and team development required, Experience with Contact Center as a Service (CCaaS) platforms, Proficiency in reporting and data analysis tools, Demonstrated ability to translate data into actionable insights and drive performance improvements, Experience designing and delivering onboarding and ongoing training programs, project management and organizational skills with the ability to manage multiple priorities, Excellent communication and interpersonal skills with the ability to influence stakeholders
Nice to Have
2+ years of experience in contact center operations, training, or workforce management preferred, understanding of contact center operations and key performance drivers
What You'll Do.
and continuously improve training programs
and management of CCaaS platform
Develop and deliver clear reporting for leadership
and evolve scorecards for teams
Partner cross-functionally to align training
and service expectations
How You'll Work.
Team & Collaboration
Partner with operational leaders to identify training needs; Partner with stakeholders to troubleshoot issues and implement enhancements; Partner cross-functionally to align training, tools, and service expectations
Communication Scope
Excellent communication and interpersonal skills; ability to influence stakeholders
Process & Methodology
project management, organizational skills, manage multiple priorities
Full Job Description
# **Job Summary:** The Business Solutions Department Manager is responsible for driving operational effectiveness by aligning training, workforce technology, and performance insights across Business Solutions Services. This role serves as a key partner to senior leadership, frontline managers, and cross-functional stakeholders to ensure teams are equipped with the tools, knowledge, and processes needed to deliver consistent, high-quality service. This position leads the design and execution of onboarding and ongoing training programs, oversees the optimization and performance of Contact Center as a Service (CCaaS) and workforce tools, and delivers actionable reporting and insights to support data-driven decision-making. The role is accountable for developing team capabilities, improving performance outcomes, and ensuring alignment between training, systems, and operational goals. The Manager oversees a team of training and coordination staff and is responsible for fostering a culture of accountability, continuous improvement, and operational excellence. This role plays a critical part in connecting people, processes, and technology to drive efficiency, consistency, and overall business performance. # **Responsibilities:** _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 managem
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