• Oversee and direct day to day operations of a national call center, including training, staffing, retention, and process improvements. Determine performance objectives/metrics and define tools to ensure consistent achievement of business objectives. • Develop and motivate high caliber managers. Work with managers to create and manage a business and financial plan, ensure appropriate contributions to plan. • Develop a climate for superior customer service. Assist account management staff on service issues, client site visits and sales presentations. Participate in strategic efforts to secure new business for the site in a support role. • Work with managers on all Human Resources iniatives, including compensation planning, performance management, staffing and employee relations concerns/issues, employee recruitment, training and employee development. • Responsible for turnover management and site turnover. Oversee employee engagement activities.