Site Director

Job Title:

Site Director

Job Description

The Site Director is mainly responsible for executing operational strategy in support of Concentrix business plan and strategic direction in alignment with the Global and Regional related guidelines and driving success for operations in all accounts by maintaining and improving clients’ engagement and satisfaction, and ensuring the delivery of accounts objectives in its various nature and to maximize further business growth, and looking after financial performance.

Responsibilities

• Collaborate with senior management and staff to develop strategic plans; coordinate with other departments to establish open communications systems that ensure information is mutually shared to achieve optimal results
• Develop and retain team of managers, providing coaching and development opportunities that continuously build and expand both the individual and the team capabilities and bench strength
• Drive continuous operating improvements and quality performance of site metrics such as quality, CSAT, client satisfaction, productivity, staffing, training, attrition, and costs
• Provide expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand
• Drive recruitment, selection, and retention of highly qualified internal and external candidates
• Manage department resources and provide leadership to ensure that production and quality work meets company goals
• Actively support growth and expansion initiatives, proactively work with existing and new clients, manage expectations, and align them with overall business goals
• Participate with cross-functional departments in strategic decisions designed to meet quality and service goals
• Identify, analyze, and resolve a wide range of technical, process, and operational issues, providing quick and decisive solutions
• Set plans to overcome industry challenges and seek opportunities internally and externally.
• Direct system implementations that capture and report service metrics.
• Support designing, building and implementation of new new business
• Responsible for the financial performance by managing departmental budgets and costs, forecasting revenues and expenses, ensuring that the department is operating within its budget, and communicating financial information to the company's senior management
• Responsible for the overall satisfaction and well-being of the employees within Operations department by setting policies and programs that support employee engagement, development, and retention, and creating a positive work environment.
• Identify and solve any escalated issues that may negatively impact customer satisfaction and collaborate with other departments to ensure customers receive a consistent, high-quality experience.
• Facing local/global clients from a senior leadership perspective to manage their expectation and fulfill our promise as best in class service
• Support technology and innovation driven service approach
• Perform other job-related and responsibilities as assigned by direct manager.
  
  

• Act as escalations point of contact with the client and proactively maintain regular engagement with key contacts to align with the client expectations and promote company growth.
• Oversee, analyze, and evaluate all aspects of operations policies, procedures and initiatives.
• Present company image to employees, customers, and community positively.
• Direct, motivate and inspire the relevant operational teams to effectively deliver key client outcomes and achieve market-leading client satisfaction.
• Manage succession planning in partnership with talent management to ensure key roles are filled and individual talent is recognized.
• Conduct performance evaluation for team members and oversee all operations performance evaluations and feedbacks.
• Manage operations related direct and indirect resource decision making and planning.
• Establish quantitative and qualitative metrics, guidelines, and standards by which the company’s efficiency and effectiveness can be evaluated; identifies opportunities for improvement and develop service level standard.
  
  

• Cultural Awareness
• Client relationship management
• Conflict Management
• Growth focus
• Result Focus
• Analytical Skills
• Negotiation & Persuasion
• Financial Awareness
• Presentation Skills
• Leadership Skills
  
  

• 12+ years of experience preferably in related Industry
• 6+ years of experience in managing large operations +500 HC.
• Full fluency in Arabic and English Language (C1).
• Experience working in the local market highly preferred.
• Mastery of communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external associates
• Proven ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impact
• Demonstrated ability to lead strategy behind mentoring and coaching for team(s) and to act as leadership advisor to lower-level management
• Understanding of financial policies and budgetary requirements, including forecasting
• Relevant technological and innovation capabilities to foster organization vision
• Demonstrated ability to champion significant projects, programs, and business initiatives using creativity and ingenuity
• Demonstrated ability to lead and mentor team on developing lasting customer relationships
• Extensive understanding of the organization's business operations and industry. Knowledgeable of emerging trends and industry practices
• Previous operational success in the contact center/outsourcing industry.
• A high level of expertise in client partnership, working to maximize business growth and development opportunities.
• Exceptional commercial awareness and contract negotiation with clients.
• Experience in project management and audits
  
  

• Bachelor’s degree in any related field.
• Operational excellence certification is a must (COPC, Six Sigma, PMP)
• MBA is a plus
  
  

• Work from Office
• Office Hours, flexibility required
• Business Travel locally and abroad