Call Center Site Director Isabella PR

About Capitol Bridge
Founded in 2012, Capitol Bridge is based in Arlington, Virginia and has proven expertise providing independent medical reviews, records/data management services, medical coding, administrative staffing and eligibility reviews.

Capitol Bridge Isabella PR is seeking a proactive and engaging Site Director to join our team. The CBPR Site Director serves as the senior leader responsible for site operations and cross-department collaboration. This role acts as the primary site lead, ensuring readiness, staff engagement, and alignment with CBPR’s mission. The Site Director sets the cultural tone for professionalism, accountability, and respect while leading daily operations and long-term strategic initiatives.

Location: Onsite in Isabella PR

Pay and Benefits:
Salary Range: $110000 - $125000 per year, depending on experience and qualifications
Medical, Dental, and Vision benefits available
401(k) available with company match
Paid holidays
Paid Vacation Time

Job Responsibilities:

Leadership & Site Oversight

• Act as the primary site leader, ensuring leadership coverage at all times.

• Set the tone onsite by modeling professionalism, energy, and steady leadership presence.

• Ensure clear communication, accountability, and adherence to chain of command (staff supervisor manager Site Director).

• Walk the floor daily to engage staff, reinforce standards, and check morale.

Client & Project Support

• Oversee all timecards and exception requests across projects.

• Prepare, validate, and deliver reporting (daily, weekly, monthly).

• Support project kickoffs in partnership with PMO & corporate leadership, ensuring site readiness, staffing, and milestone tracking.

• Provide leadership and escalation support for ad-hoc client or project issues.

Cross-Department Collaboration & Oversight

• Partner daily with HR on performance management, corrective actions, and morale initiatives.

• Oversee and coordinate with Facilities on workspace readiness, badging, and security.

• Oversee and coordinate with Operations to ensure operations progress and is supported.

• Work with Payroll to ensure timely and accurate timecard approvals, escalations, and corrections.

• Collaborate with IT for system access, provisioning, and troubleshooting escalations.

• Liaise across corporate functions to ensure site needs are met, and escalations are resolved quickly.

• HR, Payroll, IT, QA, Training, PMO, Finance, Contracts, and Legal

Reporting & Communication

• Send weekly Site Readiness Email (every Monday by 10:00 a.m. EST) to executive leadership including: site status, highlights, risks, staffing, upcoming events, and support needs.

• Oversee recurring reports:

• Weekly unbilled MTD report sent by PMs (Wednesdays).

• Escalate risks and issues with proposed mitigation steps.

Staff Experience & Engagement

• Own the staff experience onsite, ensuring a positive, professional, and supportive environment.

• Lead site events (Onboarding, kickoffs, all-hands, recognition/celebration events, client visits) including planning, communication, and execution.

• Ensure staff feel valued, recognized, and connected to CBPR’s mission.

• Gather and act on staff feedback to continuously improve the site environment.

Qualifications & Experience:

• Proven Leadership Experience: 10+ years in site operations, program management, or large-scale contact center/government contract leadership. Experience leading diverse, multi-functional teams in complex, high-stakes environments.

• Culture Transformation: Demonstrated track record of positively disrupting and reshaping organizational culture. Must be skilled in cleaning up inefficient practices, instilling accountability, and creating a high-performance environment.

• Safe Space Builder: Strong ability to foster a professional, respectful, and psychologically safe workplace where staff feel heard, valued, and supported. Experience leading through conflict resolution, morale rebuilding, and trust restoration.

• Operational Excellence: Deep experience in project readiness, staffing, compliance, and client deliverables. Able to design and enforce clear processes and ensure execution against standards with precision.

• Client-Facing Expertise: Comfortable being the primary point of contact for government and/or corporate clients. Strong ability to present updates, resolve escalations, and build long-term trust.

• Change Agent Mindset: Brings energy and confidence to drive change in areas of underperformance, communication gaps, or poor accountability. Can make tough decisions while maintaining empathy and fairness.

• Cross-Functional Collaboration: Experienced in partnering with HR, Facilities, Payroll, and IT to resolve issues quickly and permanently.

• Communication Mastery: Exceptional written and verbal skills; must be able to craft structured executive updates, lead site meetings, and communicate expectations clearly to all levels of staff.

• Event & Engagement Ownership: Experience planning and leading large-scale site events, kickoffs, and recognition programs that reinforce culture and celebrate wins.

• Education: Bachelor’s degree required; advanced degree in Business, Organizational Leadership, or related field preferred.