Senior Director- Operations

Fusion BPO Services offer flexible, scalable, and cost-effective BPO solutions for both large and mid-size clients from all sector. We have BPO space across NA, LATAM, EMEA and QPAC and we are looking for a SITE Director to lead our Site in JAMAICA

#SENIOR DIRECTOR- OPERATIONS

JOB SUMMARY

Fusion BPO Services is a fast-growing company in the BPO Services space for our key customers to help them meet their business goals. We’re looking for a Call Center Site Director to be responsible for leading our operations. Providing an inspired sense of leadership to a large matrixed and non-matrixed team. This role provides significant contributions to activities related to customer acquisition, customer satisfaction, client relationship management, and program management. The Site Director ensures operations and financial targets are met or surpassed e.g. balanced scorecard metrics and financial indicators such as profit and loss, gross margins etc.

Key Responsibilities:

• Maintaining high levels of morale and productivity through leading by example, mirroring the Fusion values, and creating an inspired sense of purpose by communicating our mission, vision and competencies
• Establishing open communication about corporate performance, morale, rewards, incentives, succession planning with internal team members
• Collaborating with other operations executives to anticipate the needs of the clients and act proactively on their requirements
• Drive creation of quality initiatives, process change initiatives and other Lean initiatives to enable their functional area and ultimately the fulfillment center to meet and exceed business plans
• Partner closely with a variety of groups company- wide, including transportation, data integration, warehousing, inventory planning, engineering and others to coordinate cross functional projects
• Monitor and drive key service level metrics for fulfillment to ensure that we are providing excellent customer experience and delivering on our promise
• Contribute to the development of new tools, processes and technology which make our teams more efficient and effective
• Leading business and financial reviews to ensure key metrics and service level agreements are met
• Supporting business review presentations for Fusion BPO International and implementing action plans resulting from these reviews
• Acting as overall Operations prime: monitoring performance, and ensuring profitability and efficiency are maintained and / or improved for ourselves and our clients
• Developing effective relationships with clients; serving as a key point of contact for escalations
• Reporting grievances or escalations to the executive team, as needed
• Ensuring proper budgeting, forecasting, and planning and delivery take place. Managing overall P&L and financial metrics for the site
• Perform other duties as assigned.

REQUIRED SKILLS/ABILITIES

• 5+ years of experience in contact center operations
• 5+ years of experience in business process outsourcing would be a definite asset
• 5+ years of experience in a customer facing sales and/or sales support roles
• 5+ years of experience managing large, complex budgets
• Post graduate degree preferred
• Cross cultural agility – ability to partner with international peers and leaders working within multiple countries and various disciplines
• Strong relationship building skills with leader, peers, direct reports, and customers
• 100% English
• Strong written and verbal communication skills
• Willingness and ability to travel domestically and internationally occasionally as required