Call Center Site Director

Mô tả công việc

Position Purpose   The Site Director is responsible for the daily oversight of the facility and leading a team of Support and Operations Managers charged with achieving client deliverables through high performance teams.  The Site Director’s role is that of coach and leader while holding his or her team accountable to ensure that support departments deliver to their internal clients while Operations Management and agents meet or exceed the standards set forth by C3 and the client. The Site Director also has significant client facing interaction.   Job Responsibilities Monitor, track and evaluate Operations’ performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal ongoing support and feedback to Managers to ensure all client deliverables are met and C3 standards are adhered to. Be a regular presence on the production floor and actively interact with Managers, supervisors and associates to ensure that they are engaged in productive work and systems are functioning properly. Create an environment that makes C3 an employer of choice in the local market. Manage functional direct and dotted-line areas to include Human Resources, Recruitment, Training, Quality, Technology, Facilities and Security to insure that local expectations are clear and deliverables are met. Coordinate with Functional Heads to ensure that underperforming Managers meet expectations through the creation and implementation of written action plans.   Responsible for upward and downward communication both internally and as required to the client Participate in associate and supervisor selection and interviewing process. Interact with clients demonstrating engaged leadership and detail orientation Other duties and responsibilities assigned by management of the company.