Información general

Ubicación
Greenville, SC
ID del Empleo
8373
Categoría
Dirección de operaciones
Requisito lingüístico
Inglés

Descripción y requisitos

Descripción
Are you a strategic and experienced Site Director to lead our call center operations?
Do you have experience leading a high-performing call center?

What's in it for you?
  • Health benefits for you and your family, including medical, dental, and vision
  • 401(k) investment options with employer match opportunities
  • Paid Vacation Time
  • Great work/life balance

Join Transcom as our Site Director in Greenville, SC!
We're growing and we're looking for a strategic and experienced Site Director to lead our call center operations site. As the Site Director, you will have full operational responsibility for multiple verticals. You will lead a high-performing operation, focusing on people leadership, client satisfaction, business growth, and operational excellence. You'll work closely with cross-functional teams to deliver results that align with Transcom's global standards and client expectations.

Responsibilities

People & Organizational Leadership

  • Build, lead, and mentor a high-caliber team across all functions of the site.
  • Drive a culture of genuine care for our clients, people, and the business.
  • Set strategic performance targets and operational plans that align with company goals.
  • Lead change initiatives and promote innovation in people and process management.
  • Ensure ongoing staff development through coaching, performance reviews, and recognition programs.

Operational Efficiency & Performance

  • Ensure optimal workforce structure and productivity across all departments.
  • Implement metrics to monitor performance, quality, and efficiency daily.
  • Proactively identify and address operational challenges before they impact performance.
  • Leverage technology and scheduling strategies to manage demand and service levels.

Client Relations & Business Development

  • Act as a senior point of contact for key clients, ensuring strong relationships and service delivery.
  • Conduct regular client reviews and lead contract performance discussions.
  • Identify and develop growth opportunities within existing client accounts.
  • Champion Transcom’s brand, values, and customer-centric approach in every client interaction.

Financial & Commercial Execution

  • Manage budgets, forecasting, and financial reporting for your site.
  • Track revenue, EBITA, and cost efficiency; take ownership of financial performance.
  • Ensure profitability in all client engagements, including pre-contract planning and contract negotiations.
  • Mitigate risk through strategic planning and strong commercial practices.

Success in this role includes:
  • Bachelor's degree, or a strong history of related work experience
  • 5-10 years of experience in contact center operations at a senior/site leadership level
  • Proven experience managing teams in a BPO environment with direct client-facing responsibilities
  • Minimum of 3 years in client relationship management or account leadership
  • Strong financial acumen, including budgeting and forecasting
  • Previous experience working with multinational clients and cross-cultural teams
  • Experience implementing and scaling operational frameworks across contact centers
  • Familiarity with customer satisfaction metrics, workforce management tools, and efficiency modeling
  • Proficient with Microsoft Office and Google Workspace

Key Competencies
  • Exceptional leadership, coaching, and team-building capabilities.
  • Highly analytical with a strategic mindset and attention to detail.
  • Excellent communication, interpersonal, and negotiation skills.
  • Results-driven, with a strong sense of ownership and accountability.
  • Adaptable, collaborative, and comfortable working in a fast-paced, multicultural environment.

Location On-site
This role is located at: 650 Executive Center Dr. Greenville, SC 29615. 

What Life at Transcom is like!

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals.

Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #8 on their list of the Top 100 companies to watch for remote work in 2025.

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are the voice of our clients. We are Transcom.

We are passionate about people and look forward to meeting you!

We are an equal opportunity employer and value diversity. All qualified applicants will receive consideration for employment without regard to race, religion, gender, orientation, national origin, age, disability, or veteran status.