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.

Candidates from anywhere in the United States are encouraged to apply but must be willing to relocate to one of our site locations.

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 sitewide 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.

• Fluent in verbal and written English. 
• Expert knowledge of call center operations. 
• Expert knowledge of Program Management, Resource Planning, Training, Quality, Finance and Accounting. 
• Expert negotiation skills and expert skill in establishing and maintaining effective working relationships. 
• Advanced analytical and problem-solving skills including problem identification, analysis, action planning and execution. 
• Ability to read, analyze and interpret general business periodicals, professional journals, contracts, and other technical documents. 
• Ability to plan own work and the work of others in one or more departments, and exercise initiative and judgment as well as make decisions within the scope of assigned authority. 
• Expert organizational skills with the ability to prioritize in a fast paced environment with close attention to detail. 
• Expert ability to gather and organize functional and technical requirements. 
• Expert ability to lead, coach and develop staff as it pertains to the support organizations. 
• Ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, clients, customers, and the general public. 
• Ability to maintain a high level of confidentially by exercising tact and maturity in sensitive situations. 
• Ability to identify and properly handle complex issues requiring a high level of expertise in making decisions. 
• Ability to adapt to changing priorities, meet deadlines and work well under pressure. 
• Ability to plan own work and the work of others, lead work groups or teams, and exercise initiative and judgment as well as make decisions within the scope of assigned authority. 
• Ability to adapt to changing priorities, meet deadlines and work well under pressure. 
• Ability to nurture and develop a team environment. 
• Ability to work regular; predictable attendance is a requirement. 
• Bachelor's degree (BA/BS) from a four (4) year college or university or equivalent combination of education and related experience is required. 
• Five (5) years related experience with a minimum of three (3) year supervisory/management experience is required. BPO experience preferred.