Site Director

Mô tả công việc

Description C3/CustomerContactChannels is growing and seeks dynamic leaders for new call center locations. Candidates who possess a background leading 500-800 seat BPO call centers with multiple clients are encouraged to inquire. Must be willing to relocate if necessary. To learn more about C3, please visit c3connect.com, jobs.c3connect.com or our Facebook page at Facebook.com/c3connect. Company Description C3/CustomerContactChannels is a global provider of contact center services for corporations who view customer care as a strong component of their growth and brand development strategies. C3 builds solid partnerships with its clients based on mutually determined business objectives. Our service offering includes contact center services, web services, data analysis, back office solutions and consulting services. Although C3 is a global organization, the company prides itself on delivering boutique level client service aboard a foundation of operationally and technologically sound practices on par with any of the other leading providers in the industry. Consistency across our centers, regardless of geography, is at the core of our operating philosophy. 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