Readiness Operations Manager

2+ years merchant operations experience.
10+ years people management experience.
3+ years experience facilitating in a call center environment or equivalent experience.
Organizational skills and ability to handle multiple tasks with competing deadlines.
Understanding of regulatory requirements, bank policies, and procedures.
Ability to analyze a variety of performance reports at an individual and team level to diagnose current performance opportunities.

Partner with training, quality assurance, and operations teams to identify skill gaps and develop targeted coaching initiatives.
Indirectly supervise a team of proficiency coaches responsible for conducting individual and group coaching sessions.
Monitor performance benchmarks and KPIs to measure coaching effectiveness.
Utilize data-driven insights to tailor coaching strategies for different agent proficiency levels.
Ensure timely and effective feedback loops between coaches, agents, and leadership.
Work closely with contact center leadership to align coaching initiatives with business objectives.
Act as a liaison between training, quality assurance, and workforce management teams to ensure a holistic approach to employee development.
Communicate coaching outcomes, trends, and impact to senior leadership through regular reports and presentations.
Stay up to date with industry trends and best practices in coaching, contact center operations, and training.
Conduct interactive training sessions, workshops, and seminars for employees across multiple departments and in both in-person and virtual settings.
Customize training programs based on business needs, learner feedback, and performance data.
Evaluate training effectiveness through assessments, participant feedback, and performance metrics.
Identify gaps in training content and recommend improvements to enhance learning outcomes.
Drive a culture of engagement, motivation, and professional growth.