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 toidentifytraining needs based on trends, errors, and business changes

• Establish andmaintaintraining 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 &CCaaSOwnership

• Own the performance, optimization, and management of theCCaaSplatform

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

• Drive adoption of workforce tools andidentifyopportunities to improve efficiency through better systemutilization

• 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

• Identifytrends, 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 developmentrequired

• 2+ years of experience in contact center operations, training, orworkforcemanagementpreferred

• 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)

• Proficiencyin 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. Reasonableaccommodationsmay be made to enable individuals with disabilities to perform the essential functions.

• Regular and predictable attendance and punctuality isrequired

• Some travel may berequired

• 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 tofrequently, physically move between departments/floors