BPO Site Director - Driving Performance & Growth

We’re seeking a strategic, results-driven Site Director to lead daily operations at our BPO contact center. Must have strong call center leadership experience and a passion for team development, performance management, and delivering client excellence.

NOW HIRING – BPO SITE DIRECTOR

Location:  Barnett Tech Park, 3 Megabyte Drive, Montego Bay
Employment Type: Full-Time | Leadership Role

Are you an experienced BPO leader ready to take on your next challenge? Join one of the fastest-growing teams in the industry and help drive operational excellence, team performance, and customer satisfaction.

About the Role

As the Site Director, you will be responsible for overseeing the daily operations of our contact center. You’ll lead cross-functional teams, ensure performance targets are met, and foster a positive and productive work environment. This role is critical in delivering high-quality service to our clients and supporting the ongoing growth of our organization.

Key Responsibilities

• • Lead and oversee all aspects of site operations, ensuring alignment with business goals and client expectations

  • Drive operational performance by managing staffing levels, resource allocation, and workflow optimization

  • Monitor and analyze KPIs to ensure targets for service levels, quality, productivity, and customer satisfaction are consistently met

  • Provide leadership, coaching, and strategic direction to functional leaders across Operations, HR, Training, Quality Assurance, and IT

  • Build and maintain strong client relationships, serving as the main point of contact for escalations, updates, and business reviews

  • Ensure compliance with all company policies, legal regulations, and industry standards

  • Develop and implement business continuity, disaster recovery, and risk mitigation strategies

  • Champion a high-performance culture focused on accountability, continuous improvement, and employee engagement

  • Identify opportunities for operational efficiencies and implement best practices across departments

  • Collaborate with senior leadership on budgeting, forecasting, and strategic planning for site growth

  • Foster a safe, inclusive, and productive work environment that supports team development and retention

Qualifications

• 5+ years of leadership experience in a BPO or contact center environment

• Proven ability to lead large teams (200+ employees) and manage performance at scale

• Strong operational knowledge of workforce management, customer service metrics, and quality assurance

• Excellent communication, organizational, and problem-solving skills

• Bachelor’s degree in Business Administration, Management, or a related field (preferred)

• Ability to work in a fast-paced, results-driven environment

What We Offer

• Competitive salary and performance-based incentives

• Paid training and development opportunities

• Free staff transportation

• Onsite nurse and counselor support

• Subsidized meals and onsite canteen

• Employee appreciation events, raffles, and engagement activities

• A supportive and dynamic team environment

• Opportunities for advancement – we promote from within