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.

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 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

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 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 Status
Exempt

Physical and Mental Requirements/Work Environment

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 Information
Location:

Ada

Department:

9340 Business Solutions Sales Operations

Time Type:

Full time

Commitment to Equal Opportunity
PPLSI 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.

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