• Manage various client projects, and oversee staff at our locations both in-person and remotely.• Ensure proper staffing levels across projects and optimize business workflows by developing long-term operational strategies.• Design and implement operations and training programs to achieve client and internal performance standards and oversee a successful implementation until key metrics are met in any new campaign.• Analyze and identify opportunities to improve the client experience by analyzing trends for opportunities to improve KPIs and improve the way service can be resolved for clients.• Maintain positive working relationships with new and existing clients with a constant focus on quality, profitability, customer satisfaction, and exceeding KPIs.• Speak comfortably on reporting, analytics, and the success we are delivering adhering to client service level agreements.• Encourage and lead a culture of inclusiveness and multi-cultural engagement influence in an indirect, matrix-based, and virtual environment.• Manage and motivate team members through thought leadership, direction, coaching, and feedback.• Work with cross-functional teams to help create innovative, long-term, and transformational resources and to optimize business workflows.• Develop and train managers to maintain succession plans to ensure organizational stability and sustainability.

 Develop and oversee the execution of each intake project. Partners with Operations and Training to perform a needs assessment/analysis Responsible for providing project management and leadership for all project intakes and curriculum design throughout the project cycle Assess relevant characteristics of the target audience Work closely with Quality, Operations, Training and Learning Consultants to analyze training instructional needs. Part of new business LS/ID team to support new clients in terms of curriculum and training materials and needs. Identify, quantify and communicate project risks to stakeholders and senior management as necessary. Identify resources, work with the track leads and functional managers to schedule staff resources. Accountable for an integrated plan for transitioning resulting systems and products to the appropriate service organization for ongoing operational management. Responsible for generating and creating assessment reports and needs analysis

 Instruct new hire and communication and culture training Complete daily training administrative work such as tracking of trainee data, timekeeping, and other administrative tasks  Accountable for achieving individual training performance metrics Provide process and solutions for Operation’s needs: customer satisfaction, quality assurance and improvement, sales spiels and upselling. Oversee the agent transition process, gathering feedback from Supervisor, Communication Coach Supervisors to track a development plan for the agents.

 Provide process and solutions for Operation’s needs: customer satisfaction, quality assurance and improvement, sales spiels Identify trends of agents' development and track improvement of CSAT and metrics and create comparative analysis and recommendations  Ensure adherence by Communication Coaches to meet and exceed departmental productivity requirements  Developed and implemented process improvements for continual improvement. Develop and cultivate partnership with clients, and the operations and training delivery team. Partners with Operations, Recruitment and Training to perform analysis and design of performance solutions or interventions around processes resulting in greatest revenue impact of assigned accounts. Responsible for selecting, training, developing, and managing performance of direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance.  Generate and create weekly and monthly status reports