InteLogix
SiteDirector
“Site Director at InteLogix. Skills: Operational Management, Financial Management, Program Management & Leadership. Provide direct oversight of Contact Center. Deliver performance updates to clients”
What You'll Achieve.
Achieve all financial targets; Maintain service excellence; Ensure alignment with business objectives and client expectations; Drive operational excellence; Achieve program goals and objectives; Achieve quantity and quality of staffing
Industry & Context.
Highly developed problem-solving skills; Sound decision-making; Analytical experience; Ability to analyze data, identify issues, and implement process improvements
100% onsite
What They're Looking For.
Must Have
10+ years of customer care, customer service, call center operations, and/or consulting experience, Complete understanding of call center operations, vendor management, operating procedures, and performance, Knowledge of CRM, call center software tools, and cloud-based telephony, Demonstrated leadership and ability to work independently with minimal direction, Demonstrated ability to establish a positive working environment, coach, and guide teams, Demonstrated ability developing streamlined onboarding and training programs into client programs and campaigns, Established competency in creating and rolling out customer service processes, policies, and procedures, Highly developed problem-solving skills and sound decision-making combined with analytical experience, Ability to analyze data, identify issues, and implement process improvements, Ability to prioritize and manage multiple priorities, Proven ability to manage improvement projects
Nice to Have
10+ years of experience in a people management role, 15+ years of experience in BPO/customer service/call-center, Experience presenting to senior leadership, partnering cross-functionally, and driving change
What You'll Do.
Provide direct oversight of Contact Center
Deliver performance updates to clients
Implement and maintain customer service standards
Analyze call center metrics
Develop and implement operational plans
Oversee technology implementations
Develop and manage annual budgets
Implement cost-containment strategies
Conduct monthly financial reviews
Work closely with FP&A team
Collaborate with Workforce Management
Manage P&L for the site
Develop and implement strategic objectives
Develop front line and middle management talent
Lead cross-functional teams
Identify and manage risks
Proactively address customer concerns
Foster a positive work environment
Provide clear and concise communication
Stay abreast of industry best practices
How You'll Work.
Team & Collaboration
Cross-functional coordination; Work with key internal and client stakeholders; Lead cross-functional teams including finance, HR, marketing, operations, and workforce management; Collaborate with Workforce Management, Talent Acquisition, and Training teams; Work closely with FP&A team
Communication Scope
Provide clear and concise communication to all stakeholders, including senior management
Process & Methodology
Program management, Manage improvement projects
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