This role involves developing operational strategies to enhance performance and drive profitability. You'll manage call center efficiency through data analytics, establish KPIs for customer experience, and oversee outbound dialing campaigns. Collaboration with IT and sales teams to improve technology and product quality is key, alongside preparing performance reports for senior management.

The Training Facilitator will support learners in understanding training needs, facilitate virtual training for agents, ensure engagement, and develop instructional materials while tracking performance metrics for new hires.