Sr. Operations Manager - (Hybrid-Remote)

Essential Duties and Responsibilities:

- Oversee the daily operations of a team to ensure performance metrics are met.

- Provide action plans and timelines for performance improvement as needed.

- Maintain updated knowledge of performance requirements as well as corporate and project policies and procedures.

Provide updates to staff regarding these policies and procedures.

- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.

- Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.

- Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored.

- Monitor performance goals and objectives for staff and complete related reports.

- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and escalate issues timely to Project leadership.

- Monitor compliance with ISO standards as applicable.

- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures.

- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.

- Responsible for identifying and resolving issues, problems, and concerns with employees.

- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.

- Provide direction to staff when complaints are escalated to management level.

- Performs other duties as required by Project leadership.

- Conduct training needs analyses and collaborate with internal and external stakeholders to identify learning requirements and business objectives.

- Develop, implement, and maintain training programs, curriculum, and instructional materials to support operational and contractual requirements.

- Lead the design, development, scheduling, and delivery of instructor-led, virtual, and blended learning programs.

- Ensure employees receive timely training on new processes, systems, policies, procedures, and regulatory requirements.

- Measure and evaluate the effectiveness of training programs through assessments, testing, performance metrics, and learner feedback, making enhancements as needed.

- Manage the development and maintenance of training assessments and certification programs to validate employee readiness and performance.

- Partner with Operations, Quality, and Leadership teams to identify skill gaps and implement targeted learning solutions.

- Provide coaching, facilitation, and performance feedback to employees and leaders to support continuous improvement and operational excellence.

- Review and update existing training programs and materials to ensure accuracy, compliance, and alignment with business objectives.

- Serve as the primary point of contact for training-related initiatives and col...