Business Solutions Department Manager

Job SummaryThe 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.ResponsibilitiesPerformance OutcomesTraining Strategy & DevelopmentDesign, 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 & DevelopmentLead, 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 OwnershipOwn 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 & InsightsDevelop 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 MetricsDevelop, 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 ImprovementPartner cross-functionally to align training, tools, and service expectations Support implementation of new processes and operational initiatives Promote standardization and consistency across teams Additional ResponsibilitiesSupport escalations, research, and cross-functional initiatives as needed Coordinate employee engagement activities and staff meetings Other duties as assigned Education, Knowledge, and ExperienceBachelor’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 influence stakeholders FLSA StatusExemptPhysical and Mental Requirements/Work EnvironmentThe 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 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 Additional InformationLocation:AdaDepartment9340 Business Solutions Sales OperationsTime TypeFull timeCommitment to Equal OpportunityPPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.