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