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Call Center Site Director

Company Name:
TCIM
SUMMARY
Responsible for overseeing all aspects of site operations including planning, directing and coordinating the activities, security, communication, productivity and quality standards, and maintenance of the operations team. Will maintain close communications with other site managers, support members of the Corporate staff and clients where required.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Assign work and guide the overall operations of site activities.
Coordinate the operations through Team leads, Assistant Team Leads, and other personnel throughout iPacesetters to ensure effective communications.
Implement and coordinate procedural activities which govern the multiple functions of the branch operations.
Work closely with the Site Director to create and adhere to budget targets.
Work closely with Recruiters to determine staffing volumes and interview and hire personnel as required.
Work closely with Team Leads and Assistant Team Leads on various programs to maintain and motivate CEAs.
Effectively develop staff to create environment of promoting strong internal candidates for job openings throughout iPacesetters.
Initiate and maintain ACD reporting including (but not limited to) agent information and call data by program (service level and volume reports).
Work closely with QA and Training to assure high quality standards are exceeded.
Oversee the responsibility for the overall goals of a specified program or programs.
Perform other related duties as requested or required.
SUPERVISORY RESPONSIBILITIES
Responsible for the overall direction, coordination, and evaluation of this unit of all site personnel.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
AA or BA degree with an emphasis on telecommunications, business or communications preferred. Minimum of three (3) years of management experience and four (4) years in a call center environment.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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