Our philosophy:
we are looking for strong community leaders who embody our 5 core values. If you are passionate, honest, respectful, innovative and driven to be the best, we'd very much like you to become a member of our team!
The role:
the country manager will oversee and lead all daily operations of the region and is responsible for providing support to internal and external customers within the jamaican region. Additionally, he/she will provide daily leadership, supervision and support to ensure a high standard of service delivery. You will participate in the development and implementation of the company's strategic performance and financial plans; maintain and monitor the service centers site budgets and, provide daily judgment and business decision-making support.
Summary of responsibilities:
- demonstrates strong fiscal management skills in a p&l environment.
- demonstrates sound fiscal management in achieving profitability goals.
- demonstrates a strong ability to analyze processes, enact change and think operationally and strategically to achieve business goals.
- demonstrates the ability to manage large groups of people in a site environment and to work effectively as a business partner within a larger client framework.
- partner with respective operational support and human resources teams to attract, develop and retain employees to meet client expectations in an efficient and cost effective manner.
- partner with talent management regarding succession planning for management staff
- collaborate with workforce operations, information technology, facilities, and other shared and support services to optimize the use of resources, business intelligence reporting, and the performance management process
- partner with client and business solutions teams to leverage the company’s value to our clients by driving performance and client satisfaction, enhance business value propositions, and examine new growth opportunities
- support and drive the company’s rewards and recognition programs and drives employee engagement and initiatives
- communicate openly and frequently with staff and establishes, maintains, and promote a inclusive and high performing culture to maximize operational efficiency
- demonstrates the ability to successfully manage excellent customer/client relationships.
- demonstrates strong facilitation and presentation skills at a board of directors level
- demonstrates strong project management and planning skills in order to successfully manage multiple simultaneous projects.
- responsible for the successful operation of a customer contact management site.
- manages both human and material resources across all sites
- supports aci’s and clients in achieving service, quality and contribution goals.
- responsible for operating systems, policies and procedures within the site (including development, implementation and continual improvement of processes) to best achieve overall business goals.
- responsible for leading process improvement efforts within the region.
- provides leadership and management to associates.
- provides development opportunities for the site management team.
- ensures that appropriate training and development is offered to supervisors.
- supports the broader business line and corporate units to achieve goals.
Additional skills and attributes:
- excellent interpersonal skills and the ability to interact and collaborate across all organizational levels and with clients
- ability to delegate work duties and manage a large complex work group through others while overseeing the operational process from a high level
- demonstrates exceptional continuous improvement/transformational skills
- ability to interpret and translate financial forecasts and metrics into short and long-term goals
- ability to motivate and inspire a group of employees in a team environment to achieve performance goals
- ability to deliver professional and logical presentations in front of key decision-makers
- ability to make logical and effective decisions in a fast-paced environment.
- strong leadership development skills with a record of producing strong leaders.
- excellent judgment, reasoning, and problem solving skills and ability to maintain the highest level of confidentiality
*requirements*:
- bachelor’s degree in business
- ten (10) years call center operations management directly supervising managers and professional experience within the business processing outsourcing (bpo) industry
- regular business travel required to jamaica - up to 50%.
Tipo de puesto: tiempo completo, por tiempo indeterminado
salario: $80,000.00 - $100,000.00 al mes
beneficios:
- opción a contrato indefinido
horario:
- turno de 10 horas
consideraciones ante el covid-19:
yes, we have our filter in the entrance.
Puede trasladarse/mudarse:
- tijuana, b.c.: trasladarse al trabajo sin problemas o planear mudarse antes de comenzar a trabajar (deseable)