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Site Director, DPE in Oshawa at Concentrix

Date Posted: 9/24/2018

Job Snapshot

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Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.


The Site Director is responsible for the entire operation of a single site.  Oversees 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.


• Responsible for Operational Excellence and achievement of budgeted site revenue
• Responsible for the site level financial including revenue versus budget
• High customer satisfaction and achievement of SLAs
• High employee satisfaction and low attrition
• Maintain overall site attrition level for the effective financial operations
• Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale
• Manages overall 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 centre performance to insure quality and service goals are met
• Establishes, builds and monitors ongoing client relations ensuring effective and positive customer interaction and satisfaction.
• Analyzes operational practices for effectiveness and practicality; facilitates and mentors operational solutions as ongoing problem solving and developmental exercise
• Directs the design, standardization, communication and monitoring of corporate programs at all business sites.
• Insures operational readiness for disaster recovery
• Formulates ongoing standards, processes and solutions to capitalize on organizational learning and continuous improvement
• Monitors, directs and facilitates operational achievement of ISO/COPC site requirements
• Defines, clarifies and communicates key performance and quality measures for business units and direct report personnel
• Establishes and implements performance standards and measures for direct reports aligned with corporate objectives, client needs and business plan
• Manages reporting and communications process for critical issues and key performance results to company executive
• Administers ongoing succession planning exercises to enhance employee development and company growth opportunity


Education/Knowledge:         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


Job Knowledge - Knows, understands and appropriately applies the technical skills, methods and processes required for the position.  Is able to learn, retain and apply information to the job.  Keeps current with trends and developments in field

Results Orientation - The ability to achieve high goals and/or standards.  The degree of commitment to achieving measurable results by goal setting and implementing effective work methods.  Is determined, ambitious and entrepreneurial and has a ready ability to seize new opportunities

Developing Others - Recognizes and monitors employee and departmental growth and performance.  Identifies and addresses staff training needs.  Exercises coaching skills for improving performance and resolving personnel issues

Leadership - Able to influence the actions and opinions of others in a desired direction; to exhibit judgment in leading others to worthwhile objectives

Impact and Influence - The ability to persuade, convince, negotiate with, influence, and/or sell others, in order to them to support ideas/objectives or purchase items.  The desire to have a specific impact, gain acceptance of an idea, plan or activity or sell a service or product.

Decision Making - Exercises good  judgment by making sound and well-informed decisions based upon a mixture of analysis, knowledge and experience, perceives the impact and implications of decisions, makes effective and timely decisions, is proactive and achievement oriented

Relationship Management - Consciously working to build rapport to create a common ground through networking and establishing friendly relations with others.  Focusing actions to continuously build business partnerships

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.