Primary Job Responsibilties:
Responsible for the successful operation of a customer contact management site. Manages both human and material resources. Supports Sitel and clients in achieving service, quality and contribution goals. Demonstrates sound fiscal management in achieving profitability goals. 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. Strives to achieve overall associate satisfaction. Provides development opportunities for the site management team. Ensures that appropriate training and development is offered to supervisors. Working with peers, serves as an effective business partner to multi:site clients. Supports the broader business line and corporate units to achieve goals. Represents Sitel as a leading business presence through local community involvement.
4:year college degree or equivalent directly related work experience
7:9 years of industry:related experience, including 2:4 years of contact center managerial experience or 10+ years of professional:level business management experience, including 2:4 years managerial experience.
Demonstrated strong fiscal management skills in a P and 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. Solid computer skills, including use of products in the Microsoft Office suite.
Demonstrated strong ability to yze processes, enact change and think operationally and strategically to achieve business goals. Demonstrated ability to manage large groups of people (100+) in a site environment and to work effectively as a business partner within a larger client framework. Demonstrated ability to successfully manage excellent customer/client relationships.
Regular business travel required : Up to 25. Travel may include client visits, company business meetings or other events, as needed. Travel time and will vary. Travel will be completed through the most cost:effective and efficient methods.
Knowledge of technology industry, call center operations, and facilities management.
Location: Niagara Region, st catharines