Call Center Site Manager

Job Responsibilities - Lead, motivate, and develop supervisors, leads, and team members within a time-sensitive and demanding environment to deliver on operational KPIs and client requirements.
- Coordinates floor operations in general including but not limited to workforce management, and training processes.
- Directs all aspects of performance management for in-house floor operations including staff development, reviews, hiring, succession planning, and salary recommendations of both direct and indirect reports
- Provides leadership to the different campaign supervisors and team leaders.
- Responsible for attainment of all performance metrics.
- Plans and prioritizes activities to ensure on-time, completion of projects and initiatives while meeting performance metric expectations.
- Develops and executes strategic operational improvements.
- Create and develop operations plans, including issues resolution and process improvement.
- Serves as liaison to our headquarters and client representatives to implement requirements and develop initiatives.
- Establish and maintain cross organizational relationships that align with company goals.

Requirements

· 5-10 years of experience in contact center floor operations, demonstrating success in meeting goals and quality expectations.

· Track record of leading and developing multiple teams successfully.

· Strong knowledge of key functional areas including site management, workforce management, forecasting, performance management, process improvement, quality assurance, technology, and reporting.

· Strong networking skills

· Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results.

· Bachelor's degree in business administration or equivalent combination of education and professional business experience required.