Pearl Interactive Network is actively sourcing Site Managers (SMs) to Join Our Talent Community for future opportunities.The Site Manager is responsible for the daily operations and management of the contact center, ensuring staffing, service delivery, facility management, training, and performance monitoring align with operational goals. This role includes overseeing problem escalation and resolution, providing technical assistance for telecommunications and IT systems, and ensuring all functions and processes are effectively implemented and maintained.Essential Duties and Responsibilities:Operational Leadership & Contact Center Management:
Oversee the daily operations of the contact center, ensuring compliance with service level agreements (SLAs) and performance metrics.
Ensure adequate staffing levels, training programs, and resource allocation to maintain operational efficiency.
Manage problem escalation and resolution, ensuring timely and effective issue resolution to minimize service disruptions.
Monitor and analyze performance metrics, ensuring continuous improvement in service quality and customer experience.
Technical Support & Telecommunications Oversight:
Provide technical assistance for the planning, design, installation, and modification of telecommunications and information systems.
Ensure all contact center technologies, including ACD, IVR, chat, and CRM platforms, are fully operational.
Collaborate with IT teams and vendors to troubleshoot and resolve technical issues affecting contact center operations.
Facility & Resource Management:
Oversee facility operations, ensuring a safe, functional, and efficient work environment for staff.
Ensure staff has access to necessary tools, technology, and equipment to perform their duties effectively.
Manage workflow processes, ensuring proper documentation and adherence to standard operating procedures (SOPs).
Performance Monitoring & Continuous Improvement:
Establish and maintain performance monitoring systems, identifying areas for operational improvements.
Develop and implement best practices to enhance service delivery, efficiency, and quality assurance.
Work with cross-functional teams to drive process optimizations and enhance customer satisfaction.
Education and/or Work Experience Requirements:
Bachelor’s degree in Business Administration, Operations Management, Information Systems, or a related field (or equivalent experience).
5+ years of experience in contact center management, site operations, or service delivery leadership.
Strong knowledge of telecommunications and IT systems, including ACD, IVR, CRM, and workforce management tools.
Experience in staffing, training, performance management, and quality assurance within a contact center environment.
Proven ability to analyze performance data, identify trends, and implement operational improvements.
Excellent problem-solving, communication, and leadership skills.
Physical Requirements:While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.Background Investigation, Security/EQIP Clearance, Drug Screen and Skills Assessments May Be RequiredPearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.