Responsible for the successful operation of a customer contact management site.
Manages both human and material resources.
Supports Probe and clients in achieving service, quality and contribution goals.
Demonstrates sound fiscal management in achieving profitability goals.
Responsible for operating systems, policies and procedures within the site (including development,
implementation and continual improvement of processes) to best achieve overall business goals.
Responsible for leading process improvement efforts within the facility.
Provides leadership and management to associates. Strives to achieve overall associate satisfaction.
Provides development opportunities for the site management team.
Ensures that appropriate training and development is offered to supervisors.
Working with peers, serves as an effective business partner to multi-site clients.
Supports the broader business line and corporate units to achieve goals.
Represents Probe as a leading business presence through local community involvement.
Duties And Responsibilities
Profitable Business Growth across all clients within the site, including:
Forecasting/Resource planning and prioritization.
Achieves site revenue and profit goals.
Establishes, monitors and maintains priorities within the site to meet client, facility and corporate goals.
Escalates site resource constraints to appropriate level(s) of management.
▪ Associate Satisfaction
Obtains and retains the best talent.
Works with Human Resources to address associate and labor issues, as necessary.
Ensures that appropriate resources are available for associate
mentoring/development and management development.
▪ Client Relationships
Nurtures client relationships.
Ensures that processes are in place to consistently deliver solutions to clients in a proactive manner to enhance the quality of and decrease the cost of service delivery.
▪ Community Activities
Creates, projects and supports a positive image of Probe within the community.
