Site Director, Call Center Operations (Onsite Brooklyn, NY)

Site Director – Brooklyn, NY

 

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.

 

Position Summary

 

The Site Director is responsible for the strategic planning and execution of all Contact Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on effective coaching, customer care, quality management, workforce planning, recruiting, and training. Performance metrics include quality, attendance, call efficiency, high conversion rates, staffing utilization, employee culture, employee retention, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

 

The Director’s success is measured by the organization’s ability to deliver on being the #1 Trusted Partner through Quality Performance while meeting monthly Call Attainment requirements. This is achieved through continuous integrity in all activities by ensuring an effective site client partnership, creating a high level of employee engagement and activities, achieving call center call efficiencies through the deployment of best practices, the continuous development of leadership, the achievement of financial targets and the achievement of performance metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. Presently all calls are of an inbound nature.

 

The Site Director executes the vision for the operation ensuring the Call Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their remote team in developing and documenting best practices in the performance of all duties and responsibilities. Position reports directly to the COO.

 

Primary Responsibilities

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net revenue to clients
• Ability to generate and maintain a strong employee engagement culture and mitigate turnover in a brick & mortar site that also includes team members in a work at home environment
• Responsible for development and administration of annual department budget to attain business goals with operational stability
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
• Maintain effective internal Quality Assurance (QA) programs fostering continuous improvement and client expectations
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center performance
• Develop and maintain effective organization of responsibility, including efficient coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction
• Manage and expand client and coworker relationships
• Ensure compliance with regulatory agency guidelines and standards

 

Knowledge, Skills, & Experience Requirements

• Bachelor’s degree or higher preferred; 10+ years leadership in a Call Center will be considered in lieu of degree
• Minimum 7+ years of Call Center/Contact Center management experience; preferably BPO, State & Local Government vertical experience strongly desired, experience with a 24x7 operation a plus
• Highly effective with data and analytics, financial acumen, and previous ownership of P&L (20M+)
• Driver of sustainable, positive change and increased accountability culture
• Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
• Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience
• Ability and desire to work in a fast paced, quickly changing start-up environment
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Strong neg