What We Offer:

• Tuition Reimbursement
• Employee Referral Program
• Health and Life Insurance Benefit
• Free Shuttle Service from office to the center of Montego Bay
• Leadership Program
• Career Advancement Program
• Bonuses and incentives based on campaign
• Opportunity to participate in Monthly Give Back Initiatives for the Community
• Monthly employee engagement activities

What You’ll Be Doing:

Strategic & Operational Leadership

• Develop and execute operational strategies to ensure the site meets business goals, service-level agreements, and financial targets.
• Drive continuous improvement initiatives to enhance efficiency, quality, and cost-effectiveness.
• Oversee workforce planning, staffing levels, and scheduling to ensure optimal performance.
• Ensure seamless integration, conversion, and implementation of client programs.
• Establish and enforce quality and efficiency standards for service delivery.

Financial & Performance Management

• Manage the site’s P&L, expenses, and budgeting to ensure financial sustainability and profitability.
• Drive revenue growth by identifying new business opportunities and optimizing operational processes.
• Monitor KPIs, SLAs, and client-specific performance metrics to ensure contract compliance and operational excellence.

Client & Stakeholder Management

• Serve as the primary point of contact for key clients, ensuring strong, long-term relationships.
• Develop and execute strategies to meet client expectations, ensuring high satisfaction and retention.
• Identify and mitigate risks that could impact client relationships or service delivery.
• Collaborate with global leadership to align local operations with company-wide objectives.

People Management & Leadership Development

• Lead, mentor, and develop a team of managers, supervisors, and frontline employees to enhance leadership capabilities and employee engagement.
• Implement training, performance evaluation, and succession planning strategies to develop a high-performing workforce.
• Drive employee retention and satisfaction through engagement programs and career growth initiatives.
• Ensure compliance with local labor laws and company HR policies.

Technology & Process Improvement

• Leverage AI, automation, and analytics to improve service delivery and customer experience.
• Identify opportunities for process re-engineering to reduce costs and improve efficiency.
• Ensure the adoption of industry best practices and emerging trends in customer engagement and call center technology.

What We Expect You To Have:

• 10+ years of experience in call center or BPO leadership, with at least 5 years in a senior management role.
• Strong P&L and financial management experience, with a track record of delivering profitable operations.
• Proven ability to scale service organizations and manage high-volume call center environments.
• Experience managing global client relationships and executing large-scale projects.
• Strong data-driven decision-making skills with expertise in performance analytics and KPI management.
• Bachelor’s or Master’s degree in Business, Operations Management, or a related field (preferred).
• Familiarity with AI-driven customer service solutions, automation tools, and omnichannel support.

Skills & Competencies:

• Leadership & People Management – Ability to inspire and develop high-performing teams.
• Strategic Thinking – Ability to balance short-term objectives with long-term growth strategies.
• Financial Acumen – Strong experience in budgeting, cost control, and revenue growth.
• Client Management – Excellent relationship-building and stakeholder management skills.
• Problem-Solving & Decision-Making – Ability to analyze complex situations and implement effective solutions.
• Communication & Negotiation – Strong verbal and written communication skills for engaging with clients, executives, and employees.
• Tech-Savvy – Experience with CRM, workforce management (WFM), AI-driven tools, and call center software.

Work Environment & Additional Requirements:

• Based in Jamaica, with occasional travel for business meetings and site visits.
• Must be flexible to work in a 24/7 environment, including weekends and holidays if required.
• Ability to work in a fast-paced and high-pressure setting.