Kingston
Associate Director, Operations
📍 Kingston, Jamaica
HGS is seeking an experienced Associate Director, Operations to lead a high-performing operation focused on driving revenue growth, client satisfaction, operational excellence, and employee engagement.
This is a strategic leadership role responsible for overseeing Operations Managers, achieving client and business objectives, and fostering a performance-driven culture within a fast-paced contact center environment.
What You'll Do
🔹 Lead operational teams to achieve revenue, conversion, quality, customer experience, and profitability goals.
🔹 Partner with clients to understand business objectives and develop strategies that drive performance and long-term growth.
🔹 Build and sustain a high-performance culture through coaching, accountability, leadership development, and operational excellence.
🔹 Analyze operational performance data to identify opportunities, remove barriers, and improve results.
🔹 Collaborate with Workforce Management, Training, Quality, Human Resources, Recruiting, and Client Services to optimize performance and employee success.
🔹 Lead business reviews, client presentations, and strategic planning discussions with senior stakeholders.
🔹 Develop Operations Managers and leadership teams while building a strong pipeline of future leaders.
What We're Looking For
✔ 7+ years of leadership experience within a contact center, BPO, customer acquisition, or sales operations environment.
✔ Experience leading leaders, including Operations Managers and multi-functional teams.
✔ Proven success managing inbound and/or outbound sales campaigns with accountability for revenue and performance outcomes.
✔ Strong understanding of sales operations, forecasting, workforce management, quality, and contact center performance metrics.
✔ Demonstrated ability to analyze data, solve complex business challenges, and drive continuous improvement.
✔ Experience managing client relationships and presenting business results to executive stakeholders.
✔ Bachelor's degree in Business or a related discipline preferred.
Why Join HGS?
At HGS, you'll have the opportunity to lead large-scale operations, influence business strategy, develop future leaders, and help some of the world's leading brands achieve their growth objectives.
If you're a results-driven operations leader with a passion for sales performance and team development, APPLY NOW!