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Job Title: Director of Operations



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Job Type: Permanent full-time

Job description:

Director of Operations 

We are currently seeking a Director of Operations for our Trinidad site

As a strategic member of the Operations Leadership Team, the successful candidate will collaborate with other senior-level team members to create and continue to evolve a positive, change-oriented company culture highlighted by teamwork, development, empowerment, low turnover, and high performance. The ideal candidate will be a hands-on leader in support of the team’s clients, with an emphasis on strategic thought, business acumen, creative problem-solving, flexibility and sound judgment with full responsibility for planning and directing the customer service operation’s activities.

The key responsibilities for this position are as follows:

  • Managing daily performance ensuring high levels of goal attainment and quality of service
  • Lead by example, motivating and generating enthusiasm among call center employees both direct and indirect
  • Coordinate and collaborate with management to address issues, which affect call center operations
  • Ensure adherence to service level agreements of quality, productivity, accuracy, and any other defined metrics
  • Drive improvements in overall service levels, transactional efficiencies and cost management
  • Responsible for the execution of contractual plans for individual client programs as well as compliance to all contractual commitments
  • Mediate, respond to, and resolve highly sensitive customer/client issues, which could negatively impact customer/client
  • Responsible for daily, weekly, monthly interactions with clients including status updates, problem resolution, proactive communication and on-going relationships
  • Establish clear roles, directions, responsibilities, and performance requirements for the call center management team
  • Ensure management team and associates exhibit a high degree of ownership and accommodation when interfacing with clients and customers
  • Perform cost-benefit analysis and identify cost efficiencies and savings opportunities.
  • Maintain and manage to program budgets
  • Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions

The following are the requirements for this position:

  • BA/BSc in Business/ Operations Management or related area
  • 3+ years Senior Level Call Center Management experience managing 1000+ staff for multinational BPO handling US clients and customers in the Caribbean or in South America
  • Extensive understanding of PCI compliance requirements for US clients
  • Experience with Sales and Account Management in the Latin American market
  • Demonstrate ability to lead, coach, develops effective teams
  • Goal setting (defining and prioritizing specific driving objectives)
  • Strong communication and presentation skills
  • Strong analytical and problem solving skills
  • Budgeting and financial planning skills
  • Results oriented with ability to manage change while creating a positive environment
  • Proficiency in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, and center reporting tools and technologies
  • Thorough knowledge of call center operations
  • Outsourcing experiences a plus
  • Flexibility to work long and irregular hours
  • Travel up to 10%
  • Open to Non-Nationals with a valid CSME certificate

We offer:

  • Top Pay
  • Excellent Bonus Potential
  • Employee Referral Incentives
  • Paid Training
  • Health and Welfare Benefits

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