Associate Director of Operations

About the Role

HGS is looking for an experienced Associate Director of Operations to head a dynamic team focused on expanding revenue, enhancing client satisfaction, ensuring operational mastery, and promoting employee engagement in Kingston, Jamaica.

This key strategic leadership position involves managing Operations Managers, meeting client and business targets, and nurturing a strong performance culture in a fast-moving contact center setting.

Main Responsibilities

• Direct operational teams to meet targets related to revenue, conversion rates, quality standards, customer experience, and profitability.
• Collaborate with clients to grasp business goals and formulate strategies that enhance performance and foster sustainable growth.
• Establish and maintain a culture of high performance through coaching, accountability measures, leadership cultivation, and operational excellence.
• Evaluate operational data to identify areas for improvement, eliminate obstacles, and boost outcomes.
• Work jointly with Workforce Management, Training, Quality, Human Resources, Recruiting, and Client Services departments to maximize operational efficiency and employee success.
• Lead business review meetings, client presentations, and strategic planning sessions involving senior stakeholders.
• Mentor Operations Managers and their teams while developing a talent pipeline for future leadership roles.

Qualifications and Experience

• Over seven years of leadership experience in contact centers, BPO, customer acquisition, or sales operations environments.
• Proven track record in managing leaders, including Operations Managers and multifunctional teams.
• Successful experience overseeing inbound and/or outbound sales campaigns, accountable for revenue and performance results.
• Strong knowledge of sales operations, forecasting, workforce management, quality assurance, and contact center metrics.
• Effective analytical skills for complex problem-solving and continuous process improvement.
• Capability to handle client relationships and deliver business results presentations to executive leaders.
• Preferably holds a Bachelor's degree in Business or a related field.

Why Join Us?

At HGS, you will have the chance to oversee large-scale operational activities, shape business strategies, develop emerging leaders, and support top global brands in achieving their growth ambitions. If you are a performance-focused operational leader passionate about sales success and team leadership, this is an excellent opportunity to apply.