Site Manager

Job Title:
Site Manager
Job Description
The Site Manager I is responsible for delivering high standards of service to
customers by making the most effective and efficient use of call center
staff and technology resources. This position uses a range of measurements to
monitor, analyze and plan improvements to call center
performance of a call center with a population of up to ‎1,100 staff members.
To meet these responsibilities, the manager must be a
combination of expert service provider, coach, trainer, mentor, motivator, and
manager.

Functions/Core Responsibilities

• Collaborate with senior management and staff to develop strategic plans; coordinate with other departments to establish open


• communications systems that ensure information is mutually shared to achieve optimal results


• Develop and retain team of managers, providing coaching and development opportunities that continuously build and expand both the


• individual and the team capabilities and bench strength


• Drive continuous operating improvements and quality performance of site metrics such as quality, productivity, staffing, training, attrition and costs


• 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


• Manage department resources and provide leadership to ensure that production and quality work meets company goals


• Participate with cross-functional departments in strategic decisions designed to meet quality and service goals


• Identify, analyze, and resolve a wide range of technical, process, and operational issues, providing quick and decisive solutions

Candidate Profile

• Bachelor's degree in related field from a four-year college or university with more than twelve years of relevant experience (with four to six years of Progressive Mgmt Experience) preferred


• Experience managing a large call center preferred


• Mastery of communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external associates


• Proven ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impact


• Demonstrated ability to lead strategy behind mentoring and coaching for team(s) and to act as leadership advisor to lower-level management


• Understanding of financial policies and budgetary requirements, including forecasting


• Demonstrated ability to champion significant projects, programs, and business initiatives using creativity and ingenuity


• Demonstrated ability to lead and mentor team on developing lasting customer relationships


• Extensive understanding of the organization's business operations and industry. Knowledgeable of emerging trends and industry practices

Career Framework Role

Provides leadership and direction through Senior Managers and/or Managers.
Participates with leadership to develop strategic plans and objectives. Makes
final decisions on administrative and operation matters and ensures effective
achievement of objectives. Adapts and executes functional or departmental
business plans and contributes to the development of functional or
departmental strategies. Decisions are guided by functional strategies and
priorities. Has overall responsibility for developing and administering
budgets and performance standards for functional area or department.

Disclaimer

The above statements are intended to describe the general nature and level of
work being performed by people assigned to this job. They are not intended to
be an exhaustive list of all responsibilities, duties, and skills required of
personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified
applicants without regard to race, color, religion, gender, national origin,
age, sexual orientation, gender identity or expression, protected veteran
status, disability status or any other legally protected characteristic.
Location:
EGY Cairo Egypt-Smart Village Building B2110
Language Requirements:
Time Type: