Call Center Director

As the Site Director, you are the ultimate leader of the location, setting the tone for both the leadership team and associates. You are responsible for driving a profitable business by fostering genuine connections that build customer loyalty, strengthen brand affinity, and enhance community engagement.

In this role, you will recruit top talent while training and developing your existing team, ensuring they perform at their highest potential. You will oversee efficient operations, delivering exceptional experiences through your associates. You will cultivate an inclusive and dynamic work environment where success and learning go hand in hand, and every voice is heard. Upholding the OTD values daily is essential.

This role requires flexibility, including availability to work all hours of the call center, including nights and weekends.

Essential Functions

• Thrive as a team player in a fast-paced, high-energy, and change-driven environment.
• Act as a business owner with a deep emotional connection to the location, creating a workplace that employees are proud to be a part of.
• Start each day with a focus on the top priorities that will have the greatest impact on business success.
• Achieve KPI goals by training, motivating, mentoring, and providing continuous feedback to the team.
• Develop staff through regular one-on-one coaching sessions.
• Provide strong leadership to management teams to drive service excellence, expense control, employee development, and key KPIs while establishing clear policies, processes, and training.
• Develop and implement business standards across all performance areas, consistently benchmarking against competitors.
• Translate corporate strategies into comprehensive tactical plans to achieve business objectives.
• Lead initiatives to evaluate performance and implement continuous improvement efforts that enhance efficiency and effectiveness.
• Conduct financial analysis, including budget preparation, volume forecasting, site incentives, and financial projections.
• Build and maintain strong interpersonal relationships with peers and stakeholders to ensure effective communication and alignment on business goals.
• Represent the site in meetings and presentations with professionalism and expertise.
• Collaborate with all levels of employees and management to maximize performance, creativity, problem-solving, and results.
• Maintain exceptional site conditions and uphold high visual standards.
• Additional duties may be assigned as needed to meet business needs.

Required Skills

• Proven ability to motivate, inspire, and lead a high-performing sales team.
• Strong coaching and counseling skills to develop employees and drive peak performance.
• Demonstrated leadership experience in fostering team engagement, achieving goals, and driving continuous improvement.
• Analytical mindset with the ability to identify trends and implement effective solutions.
• Excellent organizational, time management, and prioritization skills.
• Proactive approach to business improvement, with a focus on innovation and process enhancement.
• Ability to develop and execute strategic and tactical plans that align with organizational goals.

Required Competencies

• Strong analytical skills with the ability to drive change and manage long-term projects.
• Exceptional oral and written communication skills, with strong interpersonal abilities.
• Experience in developing and implementing strategic initiatives, policies, and process improvements.
• Proficiency in budget development, financial planning, and operational management.

Minimum Work Experience Requirements

• 5 years of experience in a high-energy, culturally driven, labor-intensive work environment.
• Experience leading teams of up to 350 associates.
• Extensive background in high-volume employment leadership, preferably in retail or hospitality industries.