Site Director – Call Center Jobs

Site Director w/ BPO Experience
(National Capital Reg)

Responsibilities:
• Responsible for the successful operation, strategic direction and financial contribution of a customer contact management site, managing both human and material resources.

• Supports both Sitel and the Client in achieving service, quality and contribution goals.

• Demonstrates sound fiscal management in achieving profitability goals to EBITDA level and proactive cash flow management.

• Responsible for operating systems, policies and procedures within the site, including development, implementation and continual improvement of processes to best achieve overall business goals.

• Responsible for leading process improvement efforts within the site, as well as generating and delivering successful change initiatives.

• Provides leadership and management to site leadership team and staff.

• Ensures development of site leadership team via succession planning and leadership development.

• Ensures training and development for supervisors.

• Creates a high performance environment through regular communications via team meetings, monthly one-on-ones and performance reviews with all direct reports, verifying performance against operational and financial metrics and managing underperformance through improvement plans.

• Serves as an effective business partner to multi-site clients, working in conjunction with peers; supports the broader business line and corporate units to achieve goals.

• Ensures action plans are in place and regularly reviewed to drive improvements in retention, attendance and employee satisfaction.

• Represents Sitel as a leading business presence through local community involvement.

• Understands and complies with all company and client security requirements.

• Proactively manages and is responsible for all health and safety issues, ensuring a safe working environment.

Requirements:

Education: Degree or equivalent directly related work experience

Experience Target: 8+ years industry-related experience, including 2 to 4 years contact center management experience

Skills:

• Demonstrated strong fiscal/commercial management skills in a P&L environment (to EBITDA level).

• Excellent leadership and interpersonal skills, with a driven style.

• 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.

• Good organizational, time management, problem-solving and decision-making skills.

• Solid computer skills, including use of products in the Microsoft Office suite.

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 site environment and to 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 is required. Travel may include client visits and company business meetings or other, as needed. Travel time will vary, but is typically up to 25%. Travel will be completed through the most cost and time effective methods.

Other:

Knowledge of technology industry, call center operations, and facilities management.

Sitel Ortigas 2nd Floor The Centerpoint Building Julia Vargas Avenue cor. Garnet Road, Ortigas Center, Pasig City 1600 Tel.: 860-1111 Fax: 634-5414 Mondays through Fridays/9am until 6pm Walk-In applicants are welcome.

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