Site Operations Director

**In this role you will**:- Manage financial performance of the site and ensure profitability and achieve monthly revenue and profitability targets.- Manage or avoid penalty situations- Track and monitor results/productivity levels daily, weekly, monthly, annually- Deliver contractual obligations and internal business requirements and ensure delivery of service level agreements (SLA) and client objectives while addressing and preventing client /performance escalations.- Organize Weekly/Monthly/Quarterly results and performance reviews with direct reports (account/LOB and functional group heads) as well as the clients- Participate in Client Business Reviews. Summits and Planning sessions including the formulation of goals and targets- Attend regular reviews with the executive management team to discuss opportunities, initiatives, customer satisfaction, resource planning, action plans, etc.- Ensure that operations staff, client, and vendor relationships as well as strategic alliances (if any), are managed to client and company expectation- Deliver Operational Excellence- Develop and implement continuous process improvement plans- Ensure achievement of performance metrics across all accounts by regularly analyzing statistical/trended data, anomalies, and qualitative information- Lead the analysis of operational outcomes and conduct root cause analysis to identify areas for improvement as well as create specific and detailed action plans- Collaborate with the Quality Assurance department for effective implementation of the quality aspects of the account/s using various tools and techniques.- Collaborate with the Workforce Management department to ensure that accounts are meeting correct staffing and scheduling requirements and at the same time being labor cost efficient.- Assist the Workforce manager in the preparation of forecasting budgets, targets, implementation, and resource planning as well as formulating an effective recruitment/ramp plan- Oversee billing accountabilities, ensure accuracy of monthly invoices- Ensure that the production area is conducive for work and facilities and equipment for program use are in excellent working condition- Create a systematic, timely reporting structure to measure all business activity for client, corporate and internal use- Ensure center/site-wide employee satisfaction and motivation through effective promotion and adherence to company's culture and values- Develop the site leadership team’s capability and transition best practice knowledge to site operations leaders and other functional group heads within the operations team.- Ensure that operations management and staff are trained and developed to compliment the company vision, mission, and values; continually evaluate and develop all employees through career planning, mentoring programs, skill building and employee engagement activities- Implement effective process management, Quality Assurance, Risk Management, and service delivery across all clients- Assist the business development/sales team as required and participate in development of Requirements Analysis, Statement of Work (SOW), Project Implementation Timelines- Manage Direct Reports and coach, develop and mentor direct reports to maximize performance- Conduct monthly performance reviews and provide regular company updates to direct reports**We are looking for someone who has**:- Solid and proven experience in managing **Healthcare programs** with at least five years’ experience as an Operations Director of a site or center with at least 1000 FTE.- Clear grasp of the interrelation among the various functional groups within a call center organization- Proven track record in account performance management; ability to ‘move’ numbers through the systematic problem identification and resolution.- Familiarity with relevant international quality standards and methodology (such as COPC, Six Sigma, etc)- Strong Business acumen and understanding of Financial Statements and P&L- Strong Organizational and planning skills- Strong Problem solving and decision-making skills- Graduate of any four-year college course (a degree in any business course is preferable)- Excellent oral communication skills and business or technical writing skills**About ResultsCX**:We encourage our people to “expect greater”, reach further and live up to their individual potential. As a leader in the customer service call center industry, we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for youResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientati