Site Leader Erlanger KY Job in Erlanger, Kentucky US

Site Leader Erlanger KY

Site Leader - Erlanger KY Requisition ID 60120 Full/Part Time Full Time Location Erlanger, KY DIMENSION SCOPE: The Site Leader acts in a CEO capacity and will be responsible for operational, financial and program performance at the site. To accomplish this goal they will lead the operations team, manage in a matrix environment with all Resource Units and collaborate with the Global Business Unit. In addition, Incumbent will be responsible for achieving balanced results in the following areas: Performance, Talent Development, Collaboration and Culture. PRIMARY DUTIES AND RESPONSIBILITIES: Performance: Responsible for the development and execution of the site s financial plan, including Profit Loss. Effectively manage the operational levers that impact financial performance such as attendance, average hourly rate, billing yield, headcount and attrition in order to optimize revenue. Effectively manage labor pool to ensure alignment with projected revenue and demand. Collaborate with respective Operations Teams regarding personnel and training decisions within the program. Partner with Client and Business Unit to drive real and competitive value to our clients Talent Development: Collaborate with Human Resources and managers for on-boarding of all new employees, ensuring a successful transition to the Convergys team. Collaborate with Human Resources regarding succession planning and talent calibration for professional-level personnel. In addition, responsible for mentoring and coaching/career pathing programs for all professional-level personnel. Directs, motivates, and leads a team of managers dedicated to providing operational excellence for Convergys clients. Responsible for establishing and clearly communicating strategy to management team, and provides feedback regarding operations. Collaboration: Collaborate with Workforce Management, Facilities and other resource units to ensure optimization of resources, Service Level Agreement Reporting, and the Performance Management process. Partner with client services to drive performance and client satisfaction, enhance business and examine new growth opportunities for program health. Collaborate with leadership to develop both short and long-term business strategies for the site. Culture: Responsible for driving the Rewards / Recognition programs and provides leadership for the site in community relations, establishing the site as an Employer of Choice. Responsible for the staff Communication Plan and the Collaboration Framework process. Drive employee satisfaction (as tied to Employee Opinion Survey) Maintain site health and building cleanliness by partnering with Facilities. EDUCATION AND EXPERIENCE: Bachelor s degree in related field from a four-year college or university with 5-10 years related experience; or Equivalent combination of education and experience. CANDIDATE PROFILE: Solid understanding of Convergys financial policies and budgetary requirements including forecasting. Excellent interpersonal skills and the ability to interact and collaborate with resource units, Convergys leadership and client leadership. Experience managing a large call center required. Prior experience with outsourcing is preferred. Strong analytical and process improvement skills. Strong knowledge of basic business principles and concepts. Possess excellent leadership, organizational, time management, judgment and decision making skills. Environment, Physical Other Requirements: NA