Site Director
: Job Details :

UnifyCX is looking for an extraordinary Site Manager with strong call center management background to join our motivated and ambitious team.

What Will You Do?

As the Site Director this pivotal role will collaborate closely with on-site corporate leaders in HR, Talent Acquisition, and the executive team to ensure alignment with company goals and operational excellence. The Site Director will lead the site's day-to-day operations, driving performance, enhancing client relationships, and fostering a culture of continuous improvement.

Key Responsibilities:

· Operational Leadership: Provide strategic direction and leadership to achieve operational goals, ensuring efficient and effective call center operations.

· Collaboration: Work closely with on-site corporate leaders in HR, Talent Acquisition, and the executive team to align operational strategies with company objectives.

· Client Engagement: Serve as a key liaison for client communications, ensuring high client satisfaction, addressing concerns promptly, and maintaining strong client relationships.

· Team Management: Lead and motivate a large team of managers, supervisors, and agents, fostering a positive work environment and professional development opportunities.

· Performance Management: Monitor and analyze key performance indicators (KPIs) to evaluate performance, identify areas for improvement, and implement strategies to enhance productivity and quality.

· Financial Oversight: Manage the site's budget and resources effectively, ensuring financial targets are met while maintaining operational excellence.

· Compliance and Risk Management: Ensure compliance with legal and regulatory requirements, as well as company policies and procedures. Implement risk management strategies to mitigate operational risks.

· Continuous Improvement: Drive process improvement initiatives and best practices to optimize operational efficiency and deliver superior service quality.

· Strategic Planning: Develop and execute strategic plans for the site in collaboration with corporate leaders, identifying growth opportunities and operational enhancements.

· Communication: Facilitate clear and effective communication across all levels of the organization, promoting transparency and collaboration.

Who You Are:

· Bachelor's degree in Business Administration, Management, or a related field or equivalent leadership experience.

· Proven experience (minimum 8-10 years) in a senior leadership role within a call center or BPO environment.

· Strong understanding of call center operations, including workforce management, performance metrics, and technology solutions.

· Excellent leadership, communication, and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.