Deliver onboarding and ongoing instructor-led, virtual, and on-the-job training for telephone operations staff. Develop and maintain training materials, evaluate training effectiveness, coach employees, collaborate with QA and leadership to close performance gaps, track training records, and support implementation of process and system changes to improve call center performance.

Provide administrative, operational, and project coordination support to the IT department. Coordinate IT projects, onboarding/offboarding, vendor and asset management, communications, reporting, and meetings. Assist the IT Director with strategic initiatives, document and track policies, prepare invoices and purchase records, and maintain inventories and procedural documentation. Serve as liaison between IT, operations, vendors, and internal departments to support efficient technology services.

Performs full-cycle accounting functions including payroll, accounts payable, accounts receivable, fixed assets, expense reports, general ledger, cash management, financial reporting, audits/tax filings, compliance, and budgeting. Acts as lead SME for at least two functional areas, supports external partners, maintains SOPs and filing systems, prepares journal entries and reconciliations, and mentors junior staff to ensure timely, GAAP-compliant month-end close and reporting.