Operations Director

• 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:
  o Forecasting/Resource planning and prioritization.
  o Achieves site revenue and profit goals.
  o Establishes, monitors and maintains priorities within the site to meet client, facility and corporate goals.
  o Escalates site resource constraints to appropriate level(s) of management.

• Associate satisfaction:
  o Obtains and retains the best talent.
  o Works with Human Resources to address associate and labor issues, as necessary.
  o Ensures that appropriate resources are available for associate
  mentoring/development and management development.

• Client Relationships:
  o Nurtures client relationships.
  o 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:
  o Creates, projects and supports a positive image of Probe within the community.