The Site Director acts in a CEO capacity and is 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, the Site Director is responsible for achieving balanced results in the following areas: Performance, Talent Development, Collaboration, and Culture.
Essential Functions/Core Responsibilities
Performance
Responsible for the development and execution of the site’s financial plan, including Profit and 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
Partner with support units (HR, Workforce Management, Quality, Training, etc.) to evaluate process improvement opportunities, training needs, talent calibration/management, onboarding, and succession planning
Partner with Client and Business Unit to drive real and competitive value to our clients’ Talent Development
Mentor and coach all professional-level personnel within aligned programs
Direct, motivate, and lead a team of managers dedicated to providing operational excellence for Convergys clients
Establish and clearly communicate strategy to management team and provide 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
Drive the Rewards/Recognition programs and provide leadership for the site in community relations - establish the site as an Employer of Choice
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
Establish and drive departmental strategy to management team; provide feedback regarding tactical operations for department including budgeting, goal-setting, and managing performance
Follow organization’s policies and applicable legal requirements
Determine and implement appropriate staffing and customer interaction guidelines for work team(s)
Candidate Profile
Bachelor’s degree in related field from a four-year college or university with 10+ years’ related experience; equivalent combination of education and experience will be considered
Experience managing a large call center required
Proficiency with Microsoft Office Suite required
Six Sigma Green Belt Certification along with CoPC knowledge strongly preferred
Prior experience with outsourcing is preferred
Understanding of financial policies and budgetary requirements, including forecasting
Excellent interpersonal skills and the ability to influence and collaborate
Strong business acumen; proven analytical and process improvement skills
Possess excellent leadership, organizational, time management, judgment, and decision-making skills
Strong work ethic and motivational skills
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