Site Director

WHO ARE WE?

National Credit Recovery Inc (NCRi) is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for flawless AR, Omni Channel CX, Digital Transformation, and Smart Software solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands, and design customized solutions to complex customer challenges.

JOB SUMMARY;

The Site Director plays a key role in the management, organization and planning of daily contact centre operations. Our ideal candidate is a passionate people-oriented leader, who takes action in developing, training and guiding their team for success. This role will require experience in workforce management, communications, multidimensional analysis, quality assurance and training. Requires a strong focus on excellence and service delivery in operations within the organization while implementing best practices.

RESPONSIBILITIES: (any reasonably other duties included)

• Oversee the daily operations of the contact centre
• Meets financial targets by estimating performance requirements and participating in annual budgets
• Defining and driving the core operations of the business (metrics, and rhythm of business) to optimize revenue
• Develop and maintain client relations in a client facing role
• Cultivate an environment of continuous learning, employee development and innovation
• Collaborate with the call center management team to define new and innovative processes to better enable our operations to provide quality services to our customers
• Drive process improvement and resource optimization analyzes to meet future demands;
• Maintain and implement incentive programs, bonus programs and recognition activities;
• Establish, monitor and maintain current and future operational policies and procedures, performance indicators and control processes;
• Identify and develop processes to optimize efficiency, productivity and workflow while ensuring compliance with internal and external controls;
• Provide strategic reports and make recommendations to the executive team.
• Participate in client QBR’s
• Thrive as a team player in a fast paced, high energy, flexible environment.

QUALIFICATIONS:

• 5+ years of managerial experience
• 5+ years of managerial experience in a BPO environment in a client facing role
• Bilingual French/English an asset
• Excellent time management and organization skills with the ability to multi-task and prioritize various departmental responsibilities
• Advanced analytical and problem-solving skills and attention to detail
• Superior communication and customer service skills and the confidence and interpersonal skills to work effectively with all levels of personnel
• Strong negotiation and facilitation skills and the ability to exercise sound judgment
• Knowledge of the Microsoft Office suite, including Excel, PowerPoint, and Word

WHAT WE OFFER:

• Competitive compensation package
• Opportunity to lead and make a significant impact within a growing company
• Supportive and collaborative work environment
• Professional development and career growth opportunities