Call Center Site Director

ClientLogic is a leading international business process outsourcing (BPO) provider in the customer care industry.  ClientLogic's 20,000 associates operate in 52 locations in 13 countries throughout North America, Europe, Africa and Asia. ClientLogic's consistent service quality across channels, media and countries helps clients reduce service costs, improve customer retention and increase revenue per customer. ClientLogic offers an international suite of services, including integrated customer acquisition, list management and brokerage, database design and development, multi-channel customer and technical support (phone, fax, eMail, Chat, Self-Help, etc.), eCommerce services and warehousing/fulfillment. ClientLogic's industry-leading clients include Sony Corporation, DIRECTV, ABN AMRO, TiVo, British Telecom (BT), National Geographic Television, LTU, neuf telecom, and United Online (Juno/NetZero). ClientLogic is among the top 5 global contact center providers, managing more than 296 million customer interactions in 2004. For more information, please visit http://www.clientlogic.com

Our growing company is currently seeking a Call Center Director for our Hamilton, Alabama site.

Summary of Primary Job Responsibilities:

Responsible for the successful operation of a customer contact management site managing both human and material resources. Needs to establish and clearly communicate all client strategy and KPI’s to the site team at all levels, provide feedback regarding operations for the site to include budgeting, goal setting, performance management, company policy and procedure and monitoring overall client and company performance to lead to successful results. Supports both ClientLogic and the Client in achieving service, quality and contribution goals.  Demonstrates sound fiscal management in achieving profitability goals within a profit center environment.  Responsible for operating systems, policies and procedures within the site including development, implementation, and continual improvement of processes to best achieve overall business goals.  Responsible for leading process improvement efforts within the facility.  Provides leadership and management to associates; seeks to achieve overall associate satisfaction; provides development of site’s management team; ensures training and development for supervisors.  Serves as an effective business partner to multi-site clients working in conjunction with peers; supports the broader business line and corporate units to achieve goals.  Represents ClientLogic as a leading business presence through local community involvement. 


Typical Qualifications:

Education: Four-year college degree in Business Management / Administration or equivalent experience

 

Experience: 7 - 9 years industry-related experience including 2 - 4 years contact center managerial experience, or 10+  years professional level business management experience including 2 - 4 years managerial experience

 

Skills: Demonstrated strong fiscal management skills in a P&L environment.  Excellent leadership and interpersonal skills.  Excellent verbal and written communication skills.  Demonstrated strong facilitation and presentation skills.  Demonstrated strong project management and planning skills in order to successfully manage multiple, simultaneous projects.  Strong knowledge and experience in complex human resource management to include labor laws.

 

Abilities: Demonstrated strong ability to analyze processes, enact change, and think operationally and strategically to achieve business goals.  Demonstrated ability to manage large groups of people (250+) in a site environment and to work effectively as a business partner within a larger client framework. Demonstrated leadership over multi-functional departments to include IT, Telephony, Facilities, Training, Recruiting and HR. Demonstrated ability to successfully manage excellent customer/client relationships. Demonstrated ability to successfully manage excellent customer/client relationships.

 

Travel Required:  Regular business travel is required.  Travel may include client visits and company business meetings or other as needed.  Travel time will vary, but is typical as up to 25% and will be done through the most cost and time effective methods.

 

Other: Knowledge of technology industry, call center operations, and facilities management.


ClientLogic offers a comprehensive benefits package. Compensation is commensurate with skills and experience. If you meet the above qualifications, please e-mail your resume as a Word attachment to work@clientlogic.com Criminal background investigations will be obtained for all candidates being considered for this position. EOE.