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Job Details

Site Leader NS

Company name
Advantage Communications

Amherst, MA

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One (1) Position Available

Closes October 21, 2017

The Operations Manager is responsible to oversee and direct all aspects of the daily operations of the assigned call centre location. They are the primary point of contact and leader for that organizational division of the company and are expected to deploy leadership which is cognitive to the business’s expectations. This position is accountable for the overall success and direction of the assigned company unit ensuring it operates in an efficient, cost effective, and safe manner while maintaining a high level of client and employee satisfaction. This role will create a forward thinking customer driven fun culture with a focus on superlative service, customer retention, customer service strategies within an employee centric environment. A commitment to excellence is demonstrated through continuous staff development programs, enhancing employee engagement, service, knowledge, skills, and morale.

Responsible for call centre operations for the assigned location ensuring that all service deliverables and employee commitments are achieved. Ensures performance goals and objectives are achieved while displaying a passion for people and process.

Develop staff on leadership fundamentals which are tied to the corporate philosophy of “Making a Difference” enabling them to become effective coaches who are able to motivate their teams to achieve optimum performance, productivity levels, and engagement. Conduct timely and valuable performance reviews.

Work closely with all Team Leaders and other direct reports to ensure that all deliverables have been achieved and communicated with employees and clients.

Prepares, reviews, and analyzes daily, weekly, and monthly operational reports to evaluate performance and to make recommendations on staffing counts, training needs, and other operational requirements.

Partners with the appropriate unit managers to develop productivity, quality, and accuracy standards which meet client expectations.

Ensures that communication and teamwork among staff to aid in the accomplishment of department objective is achieved.

Acts as a change agent by analyzing and making improvement recommendations to established procedures and policies. Engage team members as the change champion for approved organizational changes which impact the assigned site.

Plans and provides continued training or professional development for reporting staff enabling them to maintain or grow skill sets / knowledge.

Acts as a corporate citizen representing Advantage Communications in a positive and professional manner.

Responsible for customer facing interactions and daily/weekly/monthly client interactions to highlight the performance of their assigned teams.

Act as the primary contact for the site to guests and visitors.

Participates in sales cycles as required, engaging current and prospect clients where directed.

Works closely with Human Resources to ensure all legal and ethical guidelines are in accordance with the company’s policies.

Motivate your team to achieve goals/targets.

Foster a culture that values teamwork/collaboration.


The Operations Manager will have up to six (6) direct report. This role is responsible for the supervision, development, and direction for these employees to ensure all deliverables are met.

Proven ability to lead employees and inspire others into action.

Process oriented with a strong desire to continuously learn and improve what and how we do.

Strong ability to inspire a customer-centric attitude with internal and external stakeholders.

High degree of self-motivation and energy with a willingness to make decisions with a creative and innovative approach to problem solving.

Proven ability to build high performing and highly engaged teams.

An optimist who supports what is right and helps to fix what is wrong.

Excellent communicator, patient, and thoughtful.

Strong working knowledge of MS Office (i.e.:

Word, PowerPoint, Excel, etc…).

Ability to manage projects from inception through execution.

Methodical approach, detail oriented and highly organized.

Outstanding time management skills.


Five (5) years of progressive leadership experience within a call centre environment is a must.


Bachelor’s degree or right combination of education and experience.

Company info

Advantage Communications

Company Profile

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