Alorica Sr. Site Director in Austin, Texas
Accountable for operational, financial, and program performance for a Customer Relationship Management (CRM) call center location. Direct operations teams and manage operations support functions in a matrix environmentto achieve company, site, and individual client programKey Performance Indicators (KPI s).Develop and implement strategies which drive Reliability and Continuous Improvement in site and client performance and revenue while managing expenditures.
Essential Duties & Responsibilities
Develop and execute the site's financial plan, including Profit & Loss. Manage the drivers of site and program financial performance, including attendance, headcount, attrition, compensation, and billing yield.
Lead Operations Managers toward the achievement of client program KPI and revenue objectives.
Develop and execute short and long term performance strategies aligned with leadership vision and company direction.
Oversee hiring and staff management process to ensure all positions are staffed with appropriate talent to meet client expectation.
Responsible for communicating strategy to management team and cascading goals and objectives to achieve desired results.
Directs, leads, and empowers a team of managers to be focused on driving Reliability and Continuous Improvement for our clients.
Partner with respective Operational Support and Human Resources teams attract, develop and retain employees to meet client expectations in an efficient and cost effective manner. Partner with Talent Management regarding succession planning for management staff.
Support talent management of professional staff, including coaching and mentoring professional staff and career pathing and succession planning in partnership with Human Resources.
Collaborate with Capacity Planning and Workforce Operations, Information Technology, Facilities, and other Shared and Support Services optimize the use of resources, business intelligence reporting, and the performance management process.
Partner with Client and Business Solutions teams to leverage the company s value to our clients by driving performance and client satisfaction, enhance business value propositions, and examine new growth opportunities.
Support and drive the company s rewards and recognition programs and drives employee engagement and initiatives.
Communicate openly and frequently with staff and establishes, maintains, and promotes aninclusive and high performing culture to maximize Operational efficiency.
Responsible for respective department s overall performance and for motivating team to exceed department goals and objectives.
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Perform other duties as assigned by management.
Qualifications & Requirements
- Bachelor s Degree in Business or other related major or equivalent relevant work experience required.
5 years call center Operations Management directly supervising managers and professional level call center employees within the Business Processing Outsourcing (BPO) industry and oversight of 250 FTE s is required; 8 years of management experience within the Business Process Outsourcing industry is preferred.
Proven record of financial/business management with experience managing multi-million dollar P&L is strongly preferred.
Previous external client management experience in Business Processing Outsourcing is strongly preferred.
Knowledge, Skills, Abilities & Other Characteristics:
Excellent interpersonal skills and the ability to interact and collaborate with across all organizational levels and with clients.
Demonstrates exceptional continuous improvement/transformational skills.
Ability to interpret and translate financial forecasts and metrics into short and long-term goals.
Ability to motivate and inspire a group of employees in a team environment to achieve performance goals.
Ability to deliver professional and logical presentations in front of key decision-makers.
Ability to make logical and effective decisions in a fast-paced environment.
Ability to manage in a matrix environment.
Excellent personal computer skills including Microsoft Office.
Excellent judgment, reasoning, and problem solving skills.
Ability to maintain the highest level of confidentiality.
Manages Operations Managers, Business Analysts/Managers, and Service Delivery Managers and their teams in a call center environment.
Internal Executives, Sr Management, Middle Management, and non-management.
External Clients, Auditors, Visitors, Government/Regulatory.
Office/Call Center Environment.
Ability to lift and/or move 20 pounds with or without accommodation.
Ability to travel.
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing, and altering job duties.
Requisition ID: 114806