Site Manager Jobs

Job Summary:

The Site Manager is responsible for delivering high standards of service to customers by making the most effective and efficient use of call center staff and technology resources. This position uses a range of measurements to monitor, analyze and plan improvements to call center performance . To meet thee responsibilities, the manager must be a combination of expert service provider, coach, trainer, mentor, motivator, and manager.

Functions/Core Responsibilities

• Communications systems that ensure information is mutually shared to achieve optimal results
• Manage department resources and provide leadership to ensure that production and quality work meets company goals
• Develop and retain team of managers, providing coaching and development opportunities that continuously build and expand both the
• Provide expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand
• Drive recruitment, selection, and retention of highly qualified internal and external candidates
• Individual and the team capabilities and bench strength
• Participate with cross-functional departments in strategic decisions designed to meet quality and service goals
• Identify, analyze, and resolve a wide range of technical, process, and operational issues, providing quick and decisive solutions
• Collaborate with senior management and staff to develop strategic plans; coordinate with other departments to establish open
• Drive continuous operating improvements and quality performance of site metrics such as quality, productivity, staffing, training, attrition and costs

Candidate Profile

• Bachelor's degree in related field from a four-year college or university with more than twelve years of relevant experience (with four to six years of Progressive Management Experience) preferred
• Demonstrated ability to lead and mentor team on developing lasting customer relationships
• Understanding of financial policies and budgetary requirements, including forecasting
• Experience managing a large call center preferred
• Proven ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impact
• Mastery of communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external associates
• Demonstrated ability to champion significant projects, programs, and business initiatives using creativity and ingenuity
• Demonstrated ability to lead strategy behind mentoring and coaching for team(s) and to act as leadership advisor to lower-level management
• Extensive understanding of the organization's business operations and industry. Knowledgeable of emerging trends and industry practices

Please note that this is an onsite role based at our Chilliwack site in BC, Canada. Prefer candidates who are at a commutable distance to the site or willing to relocate.

Career Framework Role

Provides leadership and direction through Senior Managers and/or Managers. Participates with leadership to develop strategic plans and objectives. Makes final decisions on administrative and operation matters and ensures effective achievement of objectives. Adapts and executes functional or departmental business plans and contributes to the development of functional or departmental strategies. Decisions are guided by functional strategies and priorities. Has overall responsibility for developing and administering budgets and performance standards for functional area or department.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.