Call Center Site Director
About the Job
Join the Leader in the Call Center Business!
Trusted by leading Fortune 500 and government agency clients, Alorica is an innovator in outsourced Contact Management Solutions for both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. Alorica offers a wide range of call center services designed to help create, cultivate and maintain our customer’s precious asset— their customer relationships.
Call Center Site Director
- Responsible for the successful operation of a Work at Home customer contact management group.
- Manages both human and material resources.
- Supports Alorica and clients in achieving service, quality and contribution goals.
- Demonstrates sound fiscal management in achieving profitability goals. Responsible for operating systems, policies and procedures within the site (including development, implementation and continual improvement of processes) to best achieve overall business goals.
- Leads process improvement efforts within the site.
- Provides leadership and management to associates.
- Strives to achieve overall agent satisfaction. Provides development opportunities for the site management team.
- Ensures that appropriate training and development opportunities are offered to Team Managers. Working with peers, serves as an effective business partner to multi-site clients.
- Supports the broader business line and corporate units to achieve goals. Represents Alorica as a leading business presence through local community involvement.
ESSENTIAL FUNTIONS DUTIES: Profitable Business Growth: Ensures profitable business growth across all clients within the group, including forecasting/resource planning and prioritization. Achieves group revenue and profit goals. Establishes, monitors and maintains priorities within the group to meet client, group and corporate goals. Escalates group resource constraints to appropriate level(s) of management.
Associate satisfaction: Obtains and retains the best talent. Works with Human Resources to address agent and labor issues, as necessary. Ensures that appropriate resources are available for agent and management mentoring/development.Client Relationships: Nurtures client relationships. Ensures that processes are in place to consistently deliver solutions to clients in a proactive manner to enhance the quality of and decrease the cost of service delivery.Community Activities: Creates, projects and supports a positive image of Alorica within the community
.Employment is based on individual merit and qualifications. Employment opportunities are provided without regard to race, color, sex, age, marital status, religion, national origin, disability or veteran status.D/V/F/M EOE
Education:
- Four-year college degree or equivalent directly related work experience.
Experience Target:
- 7-9 years of industry-related experience, including 2-4 years of contact center managerial experience or 10+ years of professional-level business management experience, including 2-4 years of managerial experience relating to Work at Home associates.
Skills:
- Demonstrated strong fiscal management skills in a PL environment. Excellent leadership and interpersonal skills.
- Excellent verbal and written communication skills.
- Demonstrated strong facilitation and presentation skills.
- Demonstrated strong project management and planning skills in order to successfully manage multiple simultaneous projects.
- Solid computer skills, including use of Internet, e-mail and Microsoft Office.
Knowledge/Abilities:
- Demonstrated strong ability to analyze processes, enact change and think operationally and strategically to achieve business goals.
- Demonstrated ability to manage large groups of people (100+) in a business unit environment and work effectively as a business partner within a larger client framework.
- Demonstrated ability to successfully manage excellent customer/client relationships.
Travel Required:Regular business travel required – Up to 50%. Travel may include client visits, company business meetings or other events, as needed. Travel time will vary. Travel will be completed through the most cost-effective and efficient methods.Other:Knowledge of the technology industry, call center operations and facilities management.
Additional Information:
- Travel Percentage: 50%
