We are a leading executive search firm with good connections with leading companies in the IT and BPO sectors. Our client is a global leader in outsourcing solutions offering future-ready customer experience lifecycle, digital transformation, and business process management to industry heavy-weights, Fortune 100 companies, and growth-focused organizations. **PURPOSE**: The Site Director is responsible for the overall business culture, leading our operation, and the development, guidance and direction of Contact Center staff. The incumbent is an experienced and well rounded “hands on” leader with a focus on driving operational performance, facility management, P&L; and continuous improvement initiatives. The Site Director will have a team of 5 or more direct reports and will be responsible for up to 700 Contact Center employees. **ORGANIZATIONAL PLACEMENT**: Typically Reports to: Senior Vice President, Operations. **PRINCIPAL DUTIES AND RESPONSIBILITIES**: - Full accountability for operational delivery and performance across all business in the country. Develop and implement controls to promote efficient operations ensuring assigned client groups follow established procedures and protocols to achieve the desired outcome. - Continuously provide regular feedback, support and leadership regarding performance in critical areas such as P&L;, KPI, company policy and procedure adherence, and client and employee satisfaction. - Provide leadership to Operations Managers/Team Leaders who are responsible for the day-to-day performance and development of a team of Contact Center Associates. - Act as leader, coach and mentor for Ops Managers in order to achieve/exceed client performance objectives while maintaining a best in class culture for all team members - Develop, implement and support a proactive site level operating model with processes and procedures to manage daily, weekly and monthly client productivity and quality levels - exceeding clients’ expectations; contact monitoring, reports, program changes, ongoing training, etc. - Drives client satisfaction and retention through proactive Operational management, swift problem resolution and proper management of client requests and internal priorities. - Provide presentations, analysis and forecast figures to all stakeholders. - Key participant in talent acquisition strategy, talent screening, onboarding and training of new staff in a startup environment. - Facilitate local leadership meetings and participate in weekly corporate level senior leadership meetings - Continuously build internal bench strength by coaching and mentoring direct reports; identifying next generation and providing career growth opportunities - Serve as the local liaison to centralized support functions to ensure our operations is aligned to local culture and people needs. - Key player in evaluating the effectiveness of our brand strategy in the region to maintain a positive image of the organization at all times. - Serve as the point of contact to the community and act as a role model within the company - Special projects as assigned - Travel within and outside country, as needed **MINIMUM JOB REQUIREMENTS: (Education, Experience, Skills)** - A minimum of 10+ years of progressive responsibility in a Contact Center environment - A strong understanding of Contact Center operations and Contact Center solutions - Excellent leadership and interpersonal skills - Extensive experience with all Windows platforms, Microsoft Office, internet, etc. - Flexible and able to lead a 24x7, 365 days per year operation. - Strong organizational, analytical, leadership, interpersonal and time management skills - Flexibility, versatility and proven ability to lead change - Strong fiscal management skills in a P&L; environment - Excellent verbal and written communication skills - Strong facilitation and presentation skills - Proven experience with cross-functional teams. - Diverse job experience in back office and/or transaction processing - Strong project management and planning skills in order to successfully manage multiple projects simultaneously - Strong knowledge and experience in complex people management - Demonstrated leadership over multi-functional departments to include IT, Telephony, Facilities, Training, Recruiting and HR - Bilingual - Spanish & English, reading, writing and oral communications - Clear criminal record check required **Salary**: From $25,000,000 per month Ability to commute/relocate: - Barranquilla, Atlántico: Reliably commute or willing to relocate with an employer-provided relocation package (required) **Language**: - Spanish and English (required)