Business Solutions Department Manager

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.

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 clarityli>
• 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

• 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 required
• 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…