Site Leader

At DATAMARK, Inc., you will experience a dynamic and inclusive company culture that emphasizes collaboration, innovation and professional development. Our team is supportive, engaged and enjoys working together to achieve shared goals. We offer exceptional benefits and are committed to promoting your well-being both in and out of the workplace. Join DATAMARK as a Site Leaderand contribute your expertise in a role where your impact truly matters!

The Site Leader is responsible for all direct and supporting departments, maintenance of facilities and operational functions, and for serving as the designated point of contact for all clients and external vendors. The Site Leader will work cross-functionally with all departments to ensure profitability targets and budgets are met while ensuring the safety and well-being of the employees assigned to the site.

This position will collaborate with the Senior Manager regularly and serve as backup support, when needed, in order to meet gross margins, contribution margins, and service level agreements. The Site Leader will maintain the overall care, planning, and operations of the assigned facility to remain in compliance with all applicable codes and regulations. The Site Leader requires continuous client-facing and external vendor interaction in order to exceed all client contractual obligations and maintain positive working relationship.

Requirements

• 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.
• Responsible for ensuring that their site meets and complies with all of DATAMARK’s corporate policies, procedures, and work instructions as they apply to the site
• Oversees the development and maintenance of departmental and project budgets for their assigned site
• Maintains and presents the monthly operations metrics to the DATAMARK Executive Team
• Responsible for creating and managing a mentoring/succession plan for their assigned site which will enable them to continuously identify and develop our future operations leaders and managers
• 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.
• Development of staff throughout their organization particularly in the area of leadership
• 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
• All other duties as assigned

Minimum Qualifications:

• Education Requirements: Bachelor’s degree in industrial engineering or business administration or related area
• Field Experience: At least 12 years of contact center, back office, or BPO experience including 4 years in a supervisory role and 6 years in a management role.
• Position Experience: At least 6 years of experience in a Contact Center or Back Office management role.
• Other Qualifications: Experience in managing Bilingual (English/Spanish) call center operations for customer service and interpretation services is highly preferred