Site Manager

Job Purpose: The Site Manager will oversee daily operations, personnel, safety, quality, and project activities at the assigned site. The Site Manager will ensure work is completed safely, efficiently, on schedule, and in accordance with company standards, project requirements, and applicable regulations.

Essential Duties and Responsibilities:

Contact Center Operations

• Lead the day-to-day operations of a high-volume contact center.
• Oversee daily site operations to ensure personnel, facilities, equipment, and operational resources are available to support uninterrupted contact center service delivery.
• Coordinate onsite staffing, attendance, schedule adherence, shift coverage, and personnel assignments to maintain adequate workforce availability and operational readiness.
• Monitor service-level performance, productivity, response times, inquiry backlogs, and other operational indicators; identify site-level issues and coordinate corrective actions with the Operations Manager.
• Coordinate activities across telephone, chat, secure messaging, and web form operations to support consistent service delivery and effective use of onsite resources.
• Work with supervisors and team leads to address attendance issues, staffing gaps, operational disruptions, and other site-level concerns that may affect performance or service continuity.
• Coordinate training logistics, including classroom or training space availability, equipment readiness, scheduling, trainee access, and coordination with trainers and the Training Lead.
• Support onboarding and operational readiness activities by coordinating workspace assignments, equipment availability, access requests, and other approved site requirements for incoming personnel.
• Monitor facility conditions, workspace availability, safety concerns, equipment readiness, and general site functionality; coordinate maintenance requests and follow-up with the appropriate facilities or administrative teams.
• Provide or coordinate technical assistance for telecommunications and information systems, including workstations, telephones, headsets, connectivity, approved applications, and other equipment required for contact center operations.
• Serve as the onsite coordination point for reporting technical incidents, tracking service requests, communicating disruptions, and following up with authorized IT and telecommunications support personnel until issues are addressed.
• Coordinate planned maintenance, equipment replacements, system upgrades, and other technical activities with authorized IT personnel, the Operations Manager, and designated government or contractor stakeholders, as applicable.
• Ensure technical changes, system access, and equipment configurations are performed only by authorized personnel and in accordance with applicable security procedures and approval requirements.
• Maintain site-level records covering staffing, attendance, facility issues, equipment inventories, technical incidents, maintenance requests, and operational disruptions.
• Prepare and submit routine site status reports covering staffing coverage, facility readiness, equipment availability, technical issues, operational risks, and corrective action progress.
• Escalate significant staffing, facility, telecommunications, information systems, security, or service delivery issues to the Operations Manager and Project Manager, as appropriate.
• Coordinate with Quality Assurance and Training personnel to support performance improvement, employee coaching logistics, training follow-up, and implementation of approved operational procedures.
• Support compliance with applicable workplace safety requirements, site policies, security procedures, access controls, and contractual obligations.
• Maintain effective communication with site personnel and functional leads to ensure operational changes, scheduled maintenance, facility concerns, and service interruptions are communicated promptly.
• Identify opportunities to improve site efficiency, equipment utilization, workplace readiness, and coordination between operational and support functions.
• Performs other related duties as assigned.

Qualifications & Skills:

• Bachelor's degree in business, communications, project management, or a related field; equivalent relevant experience may be considered.
• 3+ years of experience in site management or a related field.
• Proven ability to supervise employees and coordinate multiple teams.
• Strong knowledge of safety procedures and applicable regulations.
• Excellent communication, leadership, and problem-solving skills.
• Ability to read and interpret plans, schedules, specifications, and technical documents.
• Strong organizational and time-management abilities.
• Proficiency with Microsoft Office and other relevant project-management or reporting software.
• Ability to work independently and make sound decisions in a fast-paced environment.
• Valid driver's license and reliable transportation, if required for the position.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.

Pearl Interactive Network, LLC. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation and gender identity.

This job description is intended to describe the general nature and level of the work being performed by people assigned to this position. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.