Associate Director, Service Delivery - Onsite (Oshawa, ON) – Canada
- Oshawa, ON
- $97,900-122,400 per year
- Permanent
- Full-time
- Be a dedicated Emergency Leader to oversee both Emergency and Stolen Vehicle Teams in Charlotte, NC and Oshawa, ON, Canada.
- As such, occasional travel will be required to either location as needed
- Will be responsible in overseeing the operating systems including local policies, procedures and operating structure.
- Establishes and implements product / service standards in concert with company and Client expectations.
- Analyzes operations and efficiency of the call center. Monitors and executes staffing, budget, training and general HR practices for all site personnel using functional support. Has hiring, development and performance management responsibility for direct reports.
- The Emergency Leader will partner with Client Operations Leaders in directing and managing all site activities and performance strategies, collaborating with Workforce Management, Training, Quality, Human Resources, etc. specific to Charlotte and Oshawa.
- Experience in emergency response and/or high stress emergency communication center environments is preferred.
- Experience in the following fields is strongly preferred: Emergency, Fire, Police dispatch experience, College 911 Communications/Public Safety Diploma or course completion, Police, Fire, or Paramedic programs, working with a CAD (computer assisted dispatch), Certification through International Academy of Emergency Dispatch including Emergency Medical Dispatch, Emergency Police Dispatch, Emergency Fire Dispatch, or CPR Certification, Emergency Service Volunteer
- Associate's degree preferred with more than ten years of experience (with two to four years of Progressive Management Experience) preferred
- Proven track record of leading large teams, ideally over 200 staff members, along with success in managing and developing leadership teams.
- Proven track record of building strong relationships with stakeholders
- Strong internal Client-facing skills with excellent communication, negotiation and conflict management skills.
- Demonstrated strong fiscal management skills in a Profit and Loss environment
- The base salary range for this position is $97,900 to $122,400 annually, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), registered retirement savings plan, paid time off and holidays, and paid training days.
- DailyPay enrollment option to access pay "early," when you want it
- Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
- Health and wellness programs with trained partners to help promote a healthy you
- Mentorship programs that support your rewarding career journey
- A modern, state-of-the-art office setting with advanced technologies and a great team
- Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
- Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more