Site Leader - Contact Center

DATAMARK, Inc., a leader in business process outsourcing, is looking for an experienced Site Leader to join our vibrant team. The Site Leader is essential in ensuring our operational excellence at the site level, overseeing daily activities while driving continuous improvement and fostering a positive work environment.

In this pivotal role, you will collaborate with your team to ensure alignment with client's objectives while managing the workforce efficiently. You will be accountable for maintaining high-quality service delivery, supporting staff development, and ensuring optimal resource allocation. Your ability to facilitate communication between teams and clients will be crucial in addressing challenges and implementing effective solutions.

We are looking for a proactive leader who can inspire and motivate their team to achieve exceptional results. You will have a significant opportunity to influence site performance and contribute to the overall strategic goals of DATAMARK.

Key Responsibilities

• Lead and manage the site’s operations, ensuring all projects meet performance and quality standards.
• Responsible for ensuring that their site meets or exceeds Customer Contractual Requirements and leverages relationships with existing customers in order to grow the business
• Responsible for ensuring that their site meets compliance with all laws, regulations, and other legal obligations from governing bodies that have legal jurisdiction over the site.
• Responsible for ensuring that their site follows the corporate standards for the budgetary process, and meeting or exceeding corporate growth and profitability targets pertaining to the site.
• Oversees the development and maintenance of departmental and project budgets for their assigned site
• Represents DATAMARK in all aspects of the general operation of their assigned site with customers, employees, vendors, government agencies and their representatives, and DATAMARK corporate personnel
• Fosters and maintains an excellent employee environment to ensure employee retention and high employee morale
• Utilizes the DATAMARK ISO BPMS (Business Process Management System) or site-specific BPMS system to control the contact center operations and ensures documentation is current, training materials are up to date and effective, and production practices are consistent with contractual obligations.
• Leads process improvement projects in both administrative and production departments and maintains documentation, audit programs, and systems in place to ensure compliance with all primary site responsibilities

Requirements

• Bachelor’s degree in Business Administration or a related field.
• Minimum of 12 years of experience in a contact center, preferably within a BPO environment.
• A minimum of 6 years in a managerial position, with a focus on leadership.
• Proven ability to lead teams effectively in a fast-paced environment.
• Strong analytical skills and the ability to make data-driven decisions.
• Excellent communication and interpersonal skills to interact with clients and employees.
• Bilingual Spanish/English
• Proficient in Microsoft Office Suite and operational management tools.
• Ability to manage change and work under pressure while maintaining high service standards.
• Knowledge of industry trends and best practices related to operations management.

Benefits

• All benefits required by law
• Life insurance
• Savings plan
• Paid training