Associate Director

Please Note: Job cannot be performed in the state of Colorado, USA.

Job Title:
Associate Director

Job Description

The Associate Site Director will be a dedicated Emergency Leader to oversee both Emergency and Stolen Vehicle Teams in Charlotte, NC and Oshawa, CN. Will be responsible in overseeing the operating systems including local policies, procedures and operating structure. Establishes and implements product / service standards in concert with company and client expectations. Analyzes operations and efficiency of the call center. Monitors and executes staffing, budget, training and general HR practices for all site personnel using functional support. Has hiring, development and performance management responsibility for direct reports. The Emergency Leader will partner with GM SPM – Leads Operations Managers – Directs and manages all site activities and performance strategies, collaborates with WF, Training, Quality, HR, etc. specific to EMER and SVA in Charlotte and Oshawa. The Emergency Leader will report into Concentrix, VP of Delivery and will be required to work in a B&M facility that supports the Emergency and Stolen Vehicle business.

Essential Functions/Core Responsibilities

Oversee and Running a site of approx. 200 staff members

Responsible for client interaction for multiple clients, KPI attainment and complete financial accountability

Experience in managing multiple lines of business types

High customer satisfaction and achievement of SLAs

Promote employee satisfaction and low attrition

Maintain a positive working environment and promote company culture initiatives

Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale

Manage operating budget for site to meet profitability margins

Ensures operations delivery of client requirements as per contractual agreement, for example CSAT where applicable, service levels and other program KPI

Monitors center performance to ensure quality and service goals are met

Establishes, builds and monitors ongoing client relations ensuring effective and positive customer interaction and satisfaction

Candidate Profile

University or College education or equivalent experience; In depth understanding of Call Center operating principles, metrics, methods and systems gained through

Experience / Skill: 8 – 10 years relevant Operations / Call Center / Service experience in progressively senior roles with 3 – 5 years in management

Minimum 2 years’ experience with direct client service

Demonstrated strong fiscal management skills in a Profit and Loss environment

Location:
CAN Oshawa

Language Requirements:
Time Type:
Full time