Operations Manager

SUMMARY:

Plans, coordinates, and oversees the New Hire Training and staff for Operations by performing the following duties personally or through subordinate supervisors.

ESSENTIAL FUNCTIONS:

• Maintains strong business relationships with Operations Leadership to determine training needs and to ensure that the Business Operations and Training are operating in a way that best aligns with Verida’s top business priorities and to ensure business metrics are met. Works with Director of Training and Leadership Development to compile data and analyze past and current year training requirements to determine Organizes and assists in the development of training manuals, reference library, testing and evaluation procedures, multimedia visual aids, and other educational materials.
• Formulates training policies, programs, and schedules, based on knowledge of identified training needs, company production processes, business systems, or changes in products, procedures, or services. Works with Director of Training and Leadership Development appropriate instructional procedures or methods such as individual training, self-study, lectures, demonstrations, simulation exercises, role play, and computer-based training.
• Works with WFM and Recruiting to maintain the Operations training schedule and determines the appropriate facilitator for each class, based on the needs of the business.
• Conducts regular, team and one-on-one, meetings with direct reports to set expectations, collaborate and for the development of each team member.
• Creates a structured plan for each Operations Trainer for time not spent delivering and/or preparing for training events. (i.e., developmental opportunities, operations support, content improvement, etc.)
• Works with Director of Training and Leadership Development on personal development (i.e., instructional design, content development, leadership skills, etc.)

QUALIFICATIONS REQUIRED:

• Knowledge of Operational processes, procedures, and technology. Experience supervising project and team activities.
• Work requires a willingness to work a flexible schedule.

MINIMUM REQUIRED EDUCATION:

• Bachelor’s Degree in Business from and accredited college or university or 5-7 years supervising others in a Contact Center or NEMT environment.