Site Director

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Requisition ID: 131615
Job Category: Operations
Location: United States-Nebraska-Omaha-3225 N 93rd Omaha 68106
Posted Date: 4/2/2018 8:59:35 PM

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.




Performs difficult management level work overseeing all strategic and operational aspects of a call center facility. Exercises broad oversight over 500+ subordinate personnel.




• Ensures center production levels meet or exceed established goals
• Ensures Quality Performance, and Productivity metrics are maximized to exceed client and company guidelines 
• Ensures the control and minimization of overhead costs such as management ratios, attrition, and overtime costs
• Directly responsible for managing and developing the Ops Managers for the call center 
• Provides leadership to support organizations to meet the goals of the center 
• Enforces of all company policies and procedures at center 
• Communicates regularly with Account Management to address any client related matters
• Communicates regularly to the SVP/Ops and COO daily production results
• Develops action plans with SVP/Ops and COO on any production items not meeting expectations 
• Produces daily, weekly, and monthly GM reports 
• Ensures a healthy, safe, and effective work environment and communications within the center at all levels

OTHER RELATED DUTIES                                                                                                                                                                                                                                                                                                                         • Reviews and follows up on daily Ops Mgr reports
• Promotes a healthy work environment with honesty, integrity, and respect for all employees
• Review program audits and develop game plans with Ops Mgrs to solve center concerns 
• Participates in and monitors selection process for OM’s and TM’s
• Conducts focus groups with representation of all departmental and functional groups aimed at improving overall operations at center



Minimum Education and Experience:
• BA/BS in business, marketing, communications, retail management, related degree or equivalent work experience

• Comprehensive experience in teleservices operations environment, minimum of 3 years in Operations Management  
Knowledge, Skills and Abilities:

• Excellent interpersonal, written and oral communications and organizational skills
• Ability to communicate across functional lines.  Strong conflict resolution skills 
• Project management skills with ability to manage numerous programs

• Flexibility and versatility in problem analysis and resolution
• Direct marketing knowledge required

Work Environment:

• Frequent sedentary work performed in a climate-controlled call center environment

• Occasional work is performed standing
Physical Demands:
• None


Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.

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