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Site Director Grant Pass

    • Job Tracking ID: 512305-610699
    • Job Location: Grants Pass, ORE
    • Job Level: Management
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: March 01, 2018
    • Years of Experience: 7 - 10 Years
    • Starting Date: April 9, 2018
    • Salary: 60,000
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Job Description

We are growing & are looking for a Site Director for our Grants Pass Oregon Call Center, The Director's role is to work directly with our Clients, understand their customer service and outsourcing needs, and work with our internal team to make it happen.


In this role, you will be responsible for the leadership of a group of Program Managers and Day to Day Management of the site.

FCR is growing 30% a year and are looking for energetic leaders to join us in this growth.


We're not like 'other' call centers!

*Great work atmosphere
*Fast-paced, dynamic, fun
*Profit Sharing
*A company that truly cares about its Employees and Clients


What we are looking for:

*Call Center Operations Experience & Expertise
*Strong Leadership Skills: able to bring out the best in people
*Client Focused
*Effective Director
*Able to think on your feet and move fast


About First Call Resolution

Headquartered and based in Southern Oregon, First Call Resolution is a provider of outsourced call center and business process solutions for the consumer products, prepaid, wireless, medical, financial, insurance, health care, high tech, telecom, mobile technologies, and internet/e-commerce industries.

Focused on building creative outsourcing programs, First Call provides a wide range of inbound and outbound solutions and bring true ": Partnership": thinking to clients and our people. Our values are our guide. We believe if we do the right thing for our clients and our employees we will, in the long term, be more prosperous.

Our value proposition to our clients is our ability to provide targeted and unique, solutions-focused contact center solutions that fit their needs and requirements, no matter how large or how small. In addition, with 24 x 7 x 365 capabilities, we understand and can fill any hourly support requirement.

We have contact centers in : Roseburg, Grants Pass, Veneta, and Coos Bay.

Experience and Skills


Job Responsibilities
Below is a list of job duties and responsibilities of a Program Manager. Duties and responsibilities can be adjusted as needed:
* Reports directly to the VP of Operations
* Maintains constant communication of floor needs, wants, concerns and plans to all stakeholders
* Works with Program Managers to assure client needs and company needs are in balance. Negotiates differences with client to assure satisfaction for both stakeholders.
* Is on call and available during all hours to address client and operational needs – is the primary point of contact for all emergency situations
* Attends weekly meetings to discuss current trends, quality, upcoming events, project planning, and current project status
* Proactively communicates new ideas and wins to the client and to all levels within the organization
* Directs important client milestones/needs with the leadership team to assure timely compliance
* Consistently tracks project KPIs and identifies key drivers affecting the project – implements action items based on key drivers. Reports findings and action items to the client.
* Tracks both internal and external quality scores – identifies quality trends and suggests action items to the Director of Call Center Services.
* Creates and presents presentations on project status, planning, wins and challenges
* Is responsible for managing a team of leads/supervisors:
* Holds weekly One-on-One meetings to discuss team performance and career goals
* Provides training and mentoring to ensure success in the Program Manager role and development toward the next level of management
* Provides coaching and feedback on performance
* Reviews all employee documentation to ensure consistency
* Is responsible for hiring and terminations
* Coordinates and manages new hire training
* Works with the VP Operations to consistently manage project profitability
* Coordinates regular client visits to the call center
* Coordinates regular visits to the client’s location


Skill Requirements
Below is a list of skills necessary to perform this job. All skills are required unless otherwise noted:
* Ability to provide effective leadership to a large team
* Ability to train and mentor individuals and/or a group
* Ability to interact at a high level with clients and internal leadership
* Ability to manage and provide feedback to all types of individuals
* Ability to adapt to an ever-changing environment
* Ability to create training documents
* Strong verbal and written communication
* Strong organizational skills
* Strong analytical skills
* Ability to multi-task
* Ability to follow direction without close supervision
* Flexibility with scheduling
* Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook)