Associate Director, Site Operations

ResultsCX•Paris, TX

16h•Onsite

About The Position

The Associate Director, Site Operations manages specific site and responsible for ensuring center excellence, driving performance and manages day-to-day operations of the site. In this role you will manage day to day operations and overall performance. Ensure compliance to client and company requirements. Driving results that meet and exceed expectations. Manage financials, Payroll margin and overall SLAs of the program. Review reports, record, and data to ensure that all quality, efficiency, and productivity standards and targets are met. Set operational goals and business objectives. Translates these goals into actionable items from Senior Operations Manager down to Operations Supervisor level. Assist the Site Operations Director in developing long term strategies including ongoing needs, assessment, and feedback from Operations, Training and Quality Monitoring processes. Conduct site performance reviews, analyze root cause, and provide recommendation and action plans to address performance gaps at any level, in collaboration with the Site Operations Director. Closely monitor Workforce Management in terms of line requirements, schedule adherence, meeting staffing lines, recruiting goals as the business requires; etc. and executes necessary decisions. Ensure that all parties and departments are executing the expectations set by the Business Leader / Director in terms of other Operational Performance Management functions specific to the Account. Work with the Quality, Training and Recruiting and with the client side to make sure operations conform to all guidelines and quality standards set. Collaborate with Site Operations Director in leading the engagement team, organizing site events and activities to ensure employee engagement, boost employee morale and improve overall employee retention.

Requirements

Bachelor’s degree in Business Management, or the equivalent
Minimum of 5 years of experience in managing Operations Managers is required
Experience in managing 500+ employees.
Advanced knowledge of call center services industry and best practices
Understanding of ramifications of call center actions on the business, including revenue, expense, and employee dynamics
Knowledge of federal and state call center compliance regulations
Advanced knowledge of call center services industry and best practices, understanding ramifications of call center actions on the business, including revenue, expense and employee dynamics.
Advanced knowledge of Human Resources and Recruitment departments

Responsibilities

Manage day to day operations and overall performance.
Ensure compliance to client and company requirements.
Driving results that meet and exceed expectations.
Manage financials, Payroll margin and overall SLAs of the program.
Review reports, record, and data to ensure that all quality, efficiency, and productivity standards and targets are met.
Set operational goals and business objectives. Translates these goals into actionable items from Senior Operations Manager down to Operations Supervisor level.
Assist the Site Operations Director in developing long term strategies including ongoing needs, assessment, and feedback from Operations, Training and Quality Monitoring processes.
Conduct site performance reviews, analyze root cause, and provide recommendation and action plans to address performance gaps at any level, in collaboration with the Site Operations Director.
Closely monitor Workforce Management in terms of line requirements, schedule adherence, meeting staffing lines, recruiting goals as the business requires; etc. and executes necessary decisions.
Ensure that all parties and departments are executing the expectations set by the Business Leader / Director in terms of other Operational Performance Management functions specific to the Account.
Work with the Quality, Training and Recruiting and with the client side to make sure operations conform to all guidelines and quality standards set.
Collaborate with Site Operations Director in leading the engagement team, organizing site events and activities to ensure employee engagement, boost employee morale and improve overall employee retention.