SITE LEADER

The Site Leader plays a critical role in ensuring operational excellence, client satisfaction, and long-term business success. This position blends operational oversight, financial accountability, people leadership, and client partnership into one highly visible and impactful role. As the Site Leader, you’ll have full responsibility for the performance, compliance, and culture of your assigned site. You’ll work cross-functionally to ensure operational excellence while driving profitability, safety, and employee engagement.

You’ll serve as the primary point of contact for clients and external partners, confidently representing DATAMARK while maintaining strong, collaborative relationships. In close partnership with senior leadership, you’ll also provide backup support to ensure business continuity and the achievement of financial and service-level goals.

Key Responsibilities

Own and oversee all direct and supporting departments, facility operations, and maintenance activities
Ensure the site meets or exceeds all customer contractual requirements and service level agreements
Drive budget planning, financial performance, and achievement of corporate growth and profitability targets
Maintain compliance with all applicable laws, regulations, codes, and DATAMARK corporate policies
Represent DATAMARK with customers, employees, vendors, government agencies, and corporate leadership
Present monthly operational performance metrics to the DATAMARK Executive Team
Foster a positive, high-engagement employee environment that supports retention and morale
Lead and support continuous improvement initiatives across administrative and production teams
Develop and manage succession and mentoring plans to identify and grow future operations leaders
Utilize DATAMARK’s ISO BPMS (or site-specific BPMS) to ensure documentation, training materials, and production practices are current, effective, and compliant
Champion leadership development and professional growth across all levels of the site
Bachelor’s degree in Industrial Engineering or Business Administration or related area
At least 12 years of contact center, back office, or BPO experience including 4 years in a supervisory role and 6 years in a management role.
At least 6 years of experience in a Contact Center or Back Office management role.
Experience in managing call center operations for customer service and interpretation services is highly preferred
Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required.

Required Skills:

Excellent leadership and mentoring skills
Excellent written and oral communication skills
Demonstrated analytical/problem-solving skills
Excellent multi-tasking skills
Detail-oriented
Superb interpersonal skills
Proactive thinker
Experience interacting with HR and Accounting departments
Must be highly proficient with the full Microsoft Office Professional suite as well as the Microsoft Outlook product