director of service delivery ManagementIntegrated Call Center Solutions (Philippines), Inc.

At Continuum, we embrace the unique needs of each client to provide world-class customer support services. Our right sourcing approach allows us to unify the best combination of our global network of brick-and-mortar centers, on-premises centers, plug-and-play solutions, and our ready@home agents to deliver maximum efficiency and client value. We then leverage the best voice, chat, email, social media, and AI technologies available to offer unmatched security, flexibility, and scalability. 
 
Position Summary
 
The Site Director is responsible for the strategic planning and execution of all Contact Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on effective coaching, customer care, quality management, workforce planning, recruiting, and training. Performance metrics include quality, attendance, call efficiency, high conversion rates, staffing utilization, employee culture, employee retention, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
 
The Director's success is measured by the organization's ability to deliver on being the #1 Trusted Partner through Quality Performance while meeting monthly Call Attainment requirements. This is achieved through continuous integrity in all activities by ensuring an effective site client partnership, creating a high level of employee engagement and activities, achieving call center call efficiencies through the deployment of best practices, the continuous development of leadership, the achievement of financial targets and the achievement of performance metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. Presently all calls are of an inbound nature.
 
The Site Director executes the vision for the operation ensuring the Call Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their remote team in developing and documenting best practices in the performance of all duties and responsibilities. Position reports to Director of Care who is a direct report to the VP of Care.
 
Primary Responsibilities
Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net revenue to clients
Ability to generate and maintain a strong employee engagement culture and mitigate turnover in a brick & mortar site that also includes team members in a work at home environment
Responsible for development and administration of annual department budget to attain business goals with operational stability
Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
Maintain effective internal Quality Assurance (QA) programs fostering continuous improvement and client expectations
Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center performance
Develop and maintain effective organization of responsibility, including efficient coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction
Manage and expand client and coworker relationships
Ensure compliance with regulatory agency guidelines and standards
Knowledge, Skills, & Experience Requirements
Bachelor's degree or higher preferred; 10+ years leadership in a Call Center will be considered in lieu of degree
Minimum 7+ years of Call Center/Contact Center management experience; preferably BPO, digital cable, internet, and telecommunications vertical experience strongly desired
Experience leading teams of 400+ FTE
Highly effective with data and analytics, financial acumen, and previous ownership of P&L
Driver of sustainable, positive change and increased accountability culture
Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience
Ability and desire to work in a fast-paced, quickly changing start-up environment
Strong mentoring and relationship-building skills with ability to effectively manage group and interpersonal conflict situations
Strong negotiation, interpersonal, written, and oral communications skills - including statistical report writing
Computer Skills: Microsoft O365, with advanced Excel skills, familiarity with Adobe Connect a plus
About Continuum Global Solutions, LLC
Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.