Director Site Operations

Posted August 08, 2019
Apply: The Results Companies


Our Director, Site Operations will deliver excellent operational performance by managing the site KPI's and creating an environment for the site's success. If you can do this while improving site profitability, this may be the position for you. You will have the opportunity to develop high potential managers within our organization, drive call center success and profitability and foster a strong employee-oriented environment.

In this role you will:
  • Manage the Call Center, implementing best practices for overall site success
  • Providing leadership and coaching to site management team.
  • Collaborate with Account Operations to provide dynamic response to evolving client needs and requests including volume spikes and program changes.
  • Lead community outreach initiatives forging strong relationships through local associations and events.
  • Demonstrate strategic planning expertise by overseeing capacity planning, analyzing departmental processes and developing initiatives to optimize call center operations.
  • Manage all aspects of profitability of the site operations.
  • Provide a successful employee experience, site culture and career paths to improve site retention and growth


We are looking for someone who:
  • Bachelor's Degree in business or equivalent experience
  • Minimum 7 years' experience in Call Center management either in BPO or corporate environment
  • 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
  • Excellent motivational and coaching 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


About The Results Companies:

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

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