Snr. Director of Contact Center Operations

<p>The Director of Operations is a senior leader responsible for driving operational excellence through Workforce Optimization and Automation, Digital Transactions, Collections, and Loan Underwriting.&nbsp;<br>This role is responsible for driving operational efficiency, improving digital workflows, and strengthening overall service performance. By combining data-driven decision-making with modern process automation, the Director ensures that both customer and employee experiences are seamless, efficient, and aligned with the organization&rsquo;s growth strategy. The Director will ensure that Operations is built, scaled, and optimized with the right systems and systems configuration, infrastructure, and lead workforce planning models. This includes defining business requirements, configuring platforms, managing vendor relationships, and using metrics-driven insights to guide operational improvements.<br>Primary Duties and Responsibilities:<br>Operational &amp; Digital Leadership&nbsp;<br> &nbsp; &nbsp;Lead modernization initiatives to streamline core operational processes, with focus on end-to-end digital integration to reduce manual workloads and increase processing accuracy across the Operations Department.<br> &nbsp; &nbsp;Implement digital solutions to improve transaction speed, reduce errors, and enhance customer satisfaction.<br> &nbsp; &nbsp;Track and report on automation and digital adoption rates across departments.<br> &nbsp; &nbsp;Ensure digital systems are secure, user-friendly, and scalable to support business growth.<br> &nbsp; &nbsp;Oversee daily operational activities, ensuring compliance with internal policies and regulatory standards.<br> &nbsp; &nbsp;Ensure consistency and transparency in process execution across departments.<br>Workforce Planning &amp; Operations<br> &nbsp; &nbsp;Lead Workforce Management to deliver accurate staffing projections and optimize resource allocation.<br> &nbsp; &nbsp;Develop and maintain robust performance analytics frameworks to monitor service levels, agent productivity, and customer outcomes.<br> &nbsp; &nbsp;Drive the setup and operational readiness of new Contact Centers, ensuring proper infrastructure, staffing, and systems are in place.<br>Collections Management&nbsp;<br> &nbsp; &nbsp;Oversee the full Collections function, including strategy, portfolio management, and recovery processes.<br> &nbsp; &nbsp;Develop and implement collection strategies to optimize delinquency rates while maintaining customer relationship standards.<br> &nbsp; &nbsp;Introduce automation tools and analytics to enhance account segmentation, prioritization, and collection effectiveness.<br> &nbsp; &nbsp;Establish performance KPIs such as recovery rate, aging of delinquent accounts, and collector productivity.<br> &nbsp; &nbsp;Ensure compliance with all credit and consumer protection regulations.<br> &nbsp; &nbsp;Collaborate with the Finance and Risk teams to forecast cash flow impacts and refine collection policies.<br>Loan Underwriting&nbsp;<br> &nbsp; &nbsp;Provide strategic direction and leadership for the loan underwriting function to ensure consistency, compliance, and risk mitigation across all lending products.<br> &nbsp; &nbsp;Monitor underwriting performance, identify process gaps, and introduce data-driven improvements.<br> &nbsp; &nbsp;Monitor underwriting performance, identify process gaps, and introduce data-driven improvements.<br> &nbsp; &nbsp;Work collaboratively with Risk, Finance, and Technology teams to recommend and drive ongoing improvements to credit policies, decision models, and approval processes.<br> &nbsp; &nbsp;Ensure adherence to regulatory requirements and internal credit standards while optimizing for speed and customer experience.<br>Team Leadership &amp; Collaboration<br> &nbsp; &nbsp;Provide subject matter expertise and best practices in Contact Center systems, digital platforms, and multi-channel service delivery.<br> &nbsp; &nbsp;Collaborate closely with the Senior Director of Contact Center Operations to ensure balanced focus on people, service, and system performance.<br> &nbsp; &nbsp;Support strategic initiatives in new markets and expansion projects with a strong technical and operational foundation.<br> &nbsp; &nbsp;Any other duties assigned as required<br>Professional Qualification Requirements<br>To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. &nbsp;The requirements that follow are representative of the knowledge, skills, and/or abilities required.&nbsp;</p><p>Education<br> &nbsp; &nbsp;Bachelor&rsquo;s degree in business administration, operations management, information systems, or a related field.</p><ul><li>8-10 years of progressive experience in high-volume contact centers</li><li>5+ years in leadership of contact center overseeig mult-team environments</li><li>Proven success managing &nbsp;managers, supervisors and team leads at scale.</li><li>Strong analytical and critical thinking skills with practical career experience managing KPIs, reporting and data driven decsion making<br>&nbsp;</li></ul><p>Knowledge, Skills &amp; Abilities:</p><p>&nbsp;</p><ul><li>Deep knowledge of call centers and contact center best practices including workforce mangement, QA framework, performance management, coaching structure, and SLA adherence.</li><li>Ability to identify automation opportunities and champion adoption of digital tools that improve speed, accuracy, and customer experience</li><li>Strong excel and powerpoint skills</li><li>Vendor negotiation and management experiences</li><li>Excellent communication, negotiation and interpersonal skills for interacting with executive leadership, managers and agents</li><li>Spanish language is an asset but not a strict requirement</li></ul><p>Type of Traits<br> &nbsp; &nbsp;Data-driven, detail-oriented, and highly analytical.<br> &nbsp; &nbsp;Collaborative partner with strong interpersonal skills.<br> &nbsp; &nbsp;Results focused with a commitment to operational excellence.<br> &nbsp; &nbsp;Adaptable to multi-country, fast-changing environments.<br> &nbsp; &nbsp;Strong organizational skills and ability to manage multiple initiatives simultaneously.</p><p>Candidate must be willing to reside in Belize&nbsp;</p>