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MarketStar
Associate Director, Service Delivery
Concentrix
full-time
Posted on:
Location Type: Office
Location: Oshawa • North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $97,900 - $122,400 per year
Job Level
Senior
About the role
- Be a dedicated Emergency Leader to oversee both contact centers responsible for Emergency and Stolen Vehicle Teams in Charlotte, NC and Oshawa, ON, Canada
- Occasional travel will be required to either location as needed
- Oversee the contact center operating systems including local policies, procedures and operating structure
- Establish and implement product / service standards in concert with company and Client expectations
- Analyze operations and efficiency of the contact center
- Monitor and execute staffing, budget, training and general HR practices for all site personnel using functional support
- Hiring, development and performance management responsibility for direct reports
- Partner with Client Operations Leaders in directing and managing all site activities and performance strategies
- Collaborate with Workforce Management, Training, Quality, Human Resources, etc. specific to Charlotte and Oshawa
Requirements
- Extensive experience required in successfully managing Contact Center Operations, preferably in emergency services or telecommunication settings
- Familiarity with CRM software and contact center technologies
- Demonstrated success in fostering strong leadership and team management, coupled with excellent communication and interpersonal abilities
- Strong problem-solving and conflict resolution skills
- Commitment to customer service excellence and continuous improvement
- Proficient in data analysis and performance metrics management
- Proven track record of leadership in a high-pressure environment
- Knowledgeable about regulatory requirements and compliance in emergency services
- Experience with risk management and emergency protocol implementation
- Certifications in emergency management or crisis response (e.g., Certified Emergency Manager (CEM), Certified Business Continuity Professional (CBCP)) are preferred
- Associate’s degree in Business Administration, Management, or a related field is preferred
- Understanding of automotive industry operations, specifically regarding vehicle security and telematics preferred
- Strong internal Client-facing skills with excellent communication, negotiation and conflict management skills
- Demonstrated strong fiscal management skills in a Profit and Loss environment
Benefits
- medical, dental, and vision insurance
- comprehensive employee assistance program (EAP)
- registered retirement savings plan
- paid time off and holidays
- paid training days
- DailyPay enrollment option to access pay "early"
- Company networking opportunities (Network of Women, Black Professionals, LGBTQ+ Pride, Ability, Dynamic, Women in Tech, OneEarth Champions, and more)
- Health and wellness programs with trained partners
- Mentorship programs
- A modern, state-of-the-art office setting with advanced technologies
- Programs and events that support diversity, equity, and inclusion, global citizenship, sustainability, and community support
- Celebrations for company-specific events
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Contact Center OperationsCRM softwareData analysisPerformance metrics managementRisk managementEmergency protocol implementation
Soft skills
LeadershipTeam managementCommunicationInterpersonal skillsProblem-solvingConflict resolutionCustomer service excellenceContinuous improvement
Certifications
Certified Emergency Manager (CEM)Certified Business Continuity Professional (CBCP)
