Site Director

Are you looking for a work environment that is growing, thriving and has a passion for people? Do you want a career that will take you places and give you new experiences? Are success, personal growth and fun on your list of must haves?

If you’ve answered yes to these questions, apply to join StarTek—A global leader in the Business Process Outsourcing industry! We are able to deliver award-winning quality results through our people, processes, and passion. When you succeed, we succeed. We take the time to look for individuals who have a heart for customer service, a promise of employee contribution, and the potential to grow with our company.

It's not WHAT we do that makes StarTek different; but rather, HOW we do it.

Reporting to the Vice President of Operations, the Site Director will lead and manage all operations, recruiting and community networking relations for our Customer Service Center. This position is responsible for implementing effective call center management practices to increase revenues, reduce costs, and improve service quality. The position is responsible for the overall management of the call center including: Client Relations, Agent and Staff Development; P&L Interpretation and Improvement. This position leads a multifunctional sidewide leadership team including Operations, Training, QA, Resources Planning, HR, IT and Recruiting. This position also will communicate and interface with customer service functions at the Regional, Divisional and Corporate levels on operational issues and concerns.

Job Duties and Expectations:

• Partner with the leadership team to develop and execute strategic business plans, operational goals, and performance metrics that drive productivity and ensure a high level of customer service and satisfaction.
• Communicates and drives all customer service performance objectives to ensure achievement with center and corporate goals.
• Develop and retain team of managers, providing coaching and developmental opportunities that continuously build and expand both individual and team capabilities
• Drives continuous operating improvements and quality performance of site Operating Metrics such as quality, productivity, staffing, training, attrition and costs.
• Manage achievement of service level goals.
• Identify, analyze and resolve a wide range of technical, process, and operational issues providing quick and decisive solutions.
• Encourages collaboration and support of cross-functional business initiatives to ensure quick resolution of business issues.
• Champion development of leadership competencies that drive individual and team goals.
• Provide expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand.
• Drive recruitment, selection, and retention of highly qualified internal and external candidates.
• Partner with leadership teams in providing effective communication, training, tools, and support that maximizes organizational and employee effectiveness.
• Maximize employee satisfaction, development, and performance through goal setting and performance management practices.
• Foster a culture of inclusion that encourages employee contribution, respect, and support of all types of individuals.

Qualifications

Education:

• Bachelor's degree from a four-year college or university.

Experience:

• Five plus years related experience managing a call center team of at least 300+ individuals.
• Proven success in developing strategic plans and attaining goals in a fast-paced, dynamic environment.
• Strong understanding of outsourced contact center financials.
• Prior BPO management experience required.
• Six-sigma certification a plus.
• Call center turnaround experience a plus.
• Experience managing multiple clients/lines of business a plus.
• Strong computer user skills also required.