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Site Operations Director (Head of Operations)

Kingston, St. Catherine
Caribbean HR Solutions is the Caribbean's premier HR Outsourcing company specializing in Executive Search, Recruiting, HRO, and Payroll services. On BEHALF of OUR CLIENT, we solicit candidates to apply for the following role:

Site Operations Director (Head of Operations)

We are seeking an experienced and dynamic professional to join our team as a Site Operations Director in Kingston, Jamaica. As the Site Operations Director, you will be responsible for overseeing the day-to-day operations of our Contact center in Kingston, ensuring efficiency, productivity, and continuous improvement. You will collaborate closely with key stakeholders to drive performance, achieve targets, and promote a positive work environment.

Key Accountabilities
  • Oversee the overall operations of the site, including managing a large team, supervising operations managers, and ensuring high-quality service delivery;
  • Develop and implement operational strategies to optimize productivity, streamline processes, and drive cost-effectiveness;
  • Monitor and analyze key performance indicators (KPIs) to evaluate performance and identify areas for improvement;
  • Collaborate with client partners to understand their business goals and ensure service delivery meets or exceeds expectations;
  • Foster a culture of continuous improvement, innovation, and employee engagement to drive overall performance and employee satisfaction;
  • Provide leadership and guidance to the operations team, including hiring, training, mentoring, and performance management;
  • Establish and maintain strong relationships with clients, ensuring their ongoing satisfaction and addressing any concerns or escalations;
  • Manage and allocate resources effectively to meet client requirements and operational targets;
  • Stay up to date with industry trends, best practices, and technological advancements in the Customer Experience field to drive operational excellence;
  • Ensure compliance with all relevant regulations, laws, and industry standards;
  • Work closely with the corporate leadership team to ensure Kingston site is an extension of the organization.

  • Bachelor's Degree in Business, operations management, or a related field. Master's Degree preferred;
  • Minimum of 15 years of experience in BPO operations, with at least 5 years in a leadership/management role;
  • Strong understanding of BPO industry dynamics, processes, and best practices;
  • Proven track record of successfully managing large teams and delivering operational excellence;
  • Exceptional leadership, communication, and interpersonal skills to build relationships with clients, stakeholders, and team members;
  • Demonstrated ability to develop and implement operational strategies and drive performance improvement;
  • High level of analytical and problem-solving skills, with the ability to make data-driven decisions;
  • Results-oriented mindset with a focus on meeting and exceeding targets;
  • Flexibility to adapt to a dynamic and fast-paced environment;
  • Familiarity with Jamaican labour regulations and BPO industry practices in Jamaica is a plus.

Though we appreciate all candidates, only shortlisted candidates will be contacted.

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