Job Title:

Associate Director, Service Delivery

Job Description

The Associate Director, Service Delivery is responsible for operational, financial, and program performance at the site. To accomplish this goal, they will lead the operations team, manage in a matrix environment with all line of business, and collaborate with the regional and global management. In addition, the Site Director is responsible for achieving balanced results in the following areas: Performance, Talent Development, Collaboration, and Culture.Responsible for the development and execution of the site’s financial plan and its results.Effectively manage the operational levers that impact financial performance such as attendance, average hourly rate, billing yield, headcount, and attrition in order to optimize revenue.Effectively manage labor pool to ensure alignment with projected revenue and demandPartner with support units (HR, Workforce Management, Quality, Training, etc.) to evaluate process improvement opportunities, training needs, talent calibration/management, onboarding, and succession planningCreate, implement and follow up on corporate strategic plan and objectives to comply with business’ needsPartner with Client and Business Unit to drive real and competitive value to our clients’ Talent DevelopmentMentor and coach all professional-level personnel within aligned programsDirect, motivate, and lead a team of managers dedicated to providing operational excellence for our clientsEstablish and clearly communicate strategy to management team and provide feedback regarding operationsOversee all functional areas to ensure optimization of resources, Service Level Agreement Reporting, and the Performance Management processPartner with Client Services to drive performance and client satisfaction, enhance business, and examine new growth opportunities for program healthCollaborate with leadership to develop both short and long-term business strategies for the siteDrive the Rewards/Recognition programs and provide leadership for the site in community relations - establish the site as an Employer of ChoiceEstablish and drive departmental strategy to management team; provide feedback regarding tactical operations for department including budgeting, goal-setting, and managing performanceFollow organization’s policies and applicable legal requirementsDetermine and implement appropriate staffing and customer interaction guidelines for work team(s)

Requirements:

College degree in related field with 5+ years’ related experience is preferable.Experience as a Site Lead, Operations Director or General Manager in Contact CenterExperience managing a large call center requiredProficiency with Microsoft Office Suite requiredPrior experience with outsourcing is preferredUnderstanding of financial policies and budgetary requirements, including forecastingExcellent interpersonal skills and the ability to influence and collaborateStrong business acumen; proven analytical and process improvement skillsPossess excellent leadership, organizational, time management, judgment, and decision-making skillsStrong work ethic and motivational skills

Location:

GTM Ciudad de Guatemala - 15 Avenida 18-49

Language Requirements:

Time Type:

Full time

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