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Site Director

Company: FCR
Location: Great Falls
Posted on: November 7, 2019

Job Description:

Site Director
Are you humble and motivated? Are you someone who wants an opportunity to have a huge impact with a growing company - and doesn't want to do it alone? When we talk about team collaboration, we mean it! If your idea of fun is learning a new industry and coming up with solutions as a trusted business partner, you'd love working with us. Essential Functions and Duties:

  • Maintains constant communication of floor needs, wants, concerns and plans to all stakeholders.
  • Works with Program Managers to assure client needs and company needs are in balance. Negotiates differences with client to assure satisfaction for both stakeholders.
  • Is on call and available during all hours to address client and operational needs - is the primary point of contact for all emergency situations.
  • Attends weekly meetings to discuss current trends, quality, upcoming events, project planning, and current project status.
  • Proactively communicates new ideas and wins to the client and to all levels within the organization.
  • Directs important client milestones/needs with the leadership team to assure timely compliance.
  • Consistently tracks project KPIs and identifies key drivers affecting the project - implements action items based on key drivers. Reports findings and action items to the client.
  • Tracks both internal and external quality scores - identifies quality trends and suggests action items to the Director of Call Center Services.
  • Creates and presents presentations on project status, planning, wins and challenges.
  • Is responsible for managing a team of leads/supervisors.
  • Holds weekly One-on-One meetings to discuss team performance and career goals.
  • Provides training and mentoring to ensure success in the Program Manager position.
  • Provides coaching and feedback on performance.
  • Reviews all employee documentation to ensure consistency.
  • Is responsible for hiring and terminations.
  • Oversees and manages new hire training.
  • Works with the COO to consistently manage project profitability.
  • Organizes consistent client visits to the center.
  • Manages regular visits to the client's location.
    • Compliance with all FCR Policies
      Qualifications:
      • Call Center Operations Experience & Expertise
      • Strong Leadership Skills: able to bring out the best in people
      • Client Focused
        • Effective Director
        • Able to think on your feet and move fast
        • Competent in providing effective leadership to a large team
        • Capable to train and mentor individuals and/or a group
        • Skill at interacting at a high level with clients and internal leadership
        • Ability to manage and provide feedback to all types of individuals
        • Adaptable to an ever-changing environment
        • Faculty to create training documents
        • Robust verbal and written communication
        • Resilient organizational skills
        • Strong analytical skills
        • Proficient in multi-tasking
        • Ability to follow direction without close supervision
        • Flexibility with scheduling
        • Ability to travel to headquarters for monthly operations meetings required
        • Ability to pass a background check
        • At minimum 3 to 5 years of call center management experience
          Physical Demands and Working Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals to perform the essential functions.
          • Physical Demands: Sitting up to 2/3 of time
          • Working Conditions: Indoor office environment, considerable use of telephone, computer and other office equipment
            FCR Hiring Minimum Requirements
            • High school graduate or equivalent
            • 18 years or older
            • A criminal history background check will be conducted prior to beginning employment
              Disclaimer: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Keywords: FCR, Great Falls , Site Director, Executive , Great Falls, Montana

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