Job Description

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

Requirements

• 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