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Assistant Site Director

This role supports the Site Director in the overall strategic and operational management of site. The Assistant Site Director is a key leader who helps drive site performance, ensure client satisfaction, and foster a positive and productive work environment. This role reports directly to the Site Director and will assume all responsibilities in their absence.

Key Responsibilities

1. Strategic Planning & Execution

• Assist the Site Director in overseeing strategic plans to ensure operational efficiency and support company growth.
• Coordinate with the Site Director and senior management on new and existing client initiatives.
• Support the development and implementation of new procedures and departments to improve performance.

2. Team Leadership & Culture

• Help maintain a positive and energetic office environment by motivating the team and assisting with morale-boosting activities.
• Ensure the team upholds the company's Code of Conduct and its mission, vision, and goals.

3. Performance & Corrective Action

• Review supervisor and manager performance with the Site Director and HR to implement action plans for improvement or promotion.
• Assist the Site Director in escalating performance issues and implementing Performance Improvement Plans (PIPs) for managers and supervisors.
• Ensure the proper execution of corrective actions and performance reviews for all employees.

4. Training & Development

• Assist in the approval and revision of training manuals to ensure all standards and procedures are current.
• Support the creation and refinement of training processes to keep the company's methods up to date.
• Help evaluate training effectiveness and communicate necessary adjustments to the Site Director.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 3-5 years of experience as Call Center Manager.
• Proven experience in performance and operations management, with a strong understanding of BPO KPIs.
• Exceptional leadership, team-building, and interpersonal skills.
• Excellent verbal and written communication skills, with the ability to effectively communicate with employees at all levels, clients, and senior leadership.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Ability to thrive in a fast-paced, high-pressure, and deadline-driven environment.
• Proficiency in call center software, CRM systems, and Microsoft Office Suite.

Team management: 3 years (Required)

Overall call center: 5 years (Required)

Operations management: 3 years (Required)