Position Overview
The Site Operations Director oversees center-wide Human Resources, Recruiting, Training, Development, CX360 certification and employee retention.
Duties and Responsibilities
- Site point of contact
- Facilitates Site Management functions
- Partners with Account Operations Manager in day to day operation
- Creates and Drives Site Culture
- Improves and Manages overall Site attrition
- Leads activities to ensure Site passes CX360 certification
- Manages Site administrative costs
- Interacts with local community to promote Results brand and recruitment activities
Qualifications
- At least 7 years experience in Call center, BPO or direct marketing
- Advanced knowledge of call center services industry and best practices
- Understands ramifications of call center actions on the business, including revenue, expense and employee dynamics
- Advanced knowledge of Human Resources and Recruitment departments
- Excellent motivational skills with a demonstrated ability to develop leaders
- Ability to competently address rapid changes in service delivery in a dynamic and time-sensitive environment
- Knowledge of Microsoft Office programs and multiple operating systems
- Occasional travel may be required
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability