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Director, Site Operations

Company: The Results Companies
Location: Jacksonville
Posted on: May 10, 2019

Job Description:

Company Overview

Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 26 contact centers throughout the United States, Latin America, and the Philippines. Results' Network Operating Center is co-located in the Atlanta Telx building, with full redundancy in our Provo, UT contact center location. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 20,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.


Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:


--- Healthcare
--- Insurance
--- Wireless Telecommunications
--- Financial Services
--- Energy
--- Education
--- Subscriber Based Entertainment
--- Tax Services
--- Retail
--- Cable/MSO


Vision Statement


Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.


Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.


The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

Position Overview

The Director Site Operations improves assigned site profitability while delivering excellent operational performance by managing KPI's and creating a platform for the site's success. Leads site talent acquisition strategy and execution. Identifies and develops high potential managers within the organization. Advocate for brand protection, including compliance and security, and reinforces the CX360 operating model. Oversees center-wide Human Resources, Recruiting, Training, Development, CX360 certification and employee retention.

Duties and Responsibilities

Management of site, providing leadership and coaching to successfully support the site and company goals
Collaborate with Account Operations to provide dynamic response to evolving client needs and requests including volume spikes and program changes.
Implement best practices for overall site success
Lead community outreach initiatives forging strong relationships through local associations and events.
Demonstrate strategic planning expertise by overseeing capacity planning, analyzing departmental processes and developing initiatives to optimize call center operations.
Manage all aspects of profitability of the site operations.
Provide a successful employee experience, site culture and career paths to improve site retention and growth

Qualifications

Bachelor Degree in Business or equivalent experience
Minimum 7 years' experience in Call Center management either in BPO or corporate environment
Advanced knowledge of call center services industry and best practices
Understands ramifications of call center actions on the business, including revenue, expense and employee dynamics
Advanced knowledge of Human Resources and Recruitment department functions
Excellent motivational and coaching skills with a demonstrated ability to develop leaders
Ability to competently address rapid changes in service delivery in a dynamic and time-sensitive environment
Knowledge of Microsoft Office programs and multiple operating systems
Occasional travel may be required

Keywords: The Results Companies, Jacksonville , Director, Site Operations, Executive , Jacksonville, North Carolina

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