Position Overview
We are seeking a highly motivated and
strategic Site Director to lead our nearshore contact center operations
in Trinidad. The Site Director will be responsible for overall site
performance, ensuring operational excellence, driving employee engagement, and
delivering an exceptional customer experience. This role requires strong
leadership, business acumen, and the ability to collaborate effectively with
global stakeholders, including the Vice President of Global Operations based in
Toronto, Canada.
Key Responsibilities
Strategic Leadership & Site
Management
- Provide overall leadership and direction for the Trinidad
contact center, ensuring alignment with global business objectives.
- Develop and execute operational strategies to improve
efficiency, customer satisfaction, and service delivery.
- Establish performance metrics and drive accountability to meet
or exceed client SLAs, KPIs, and financial targets.
- Serve as the senior representative of the company in Trinidad,
fostering strong community and government relationships as needed.
Operational Excellence
- Oversee workforce planning, capacity management, and
operational reporting.
- Ensure the highest standards of compliance with company
policies, client requirements, and regulatory obligations.
- Implement best practices and continuous improvement initiatives
to drive quality, productivity, and cost efficiency.
- Partner with IT, HR, and Facilities to maintain a secure, safe,
and fully operational site.
People Leadership
- Lead, coach, and develop a high-performing leadership team and
workforce.
- Build a strong organizational culture that promotes employee
engagement, retention, and career growth.
- Oversee recruitment, training, and performance management for
all staff.
- Act as a role model for company values and ethics, ensuring a
positive and inclusive work environment.
Client & Stakeholder Management
- Maintain strong relationships with clients, ensuring
operational needs and expectations are consistently met.
- Collaborate with cross-functional leaders across Canada and
other global locations to align strategies and share best practices.
- Provide regular updates, reports, and recommendations to the VP
of Global Operations.
Requirements
Qualifications
- Bachelor’s degree in Business Administration, Operations
Management, or related field (Master’s preferred).
- 10+ years of experience in contact center management, with at
least 5 years in a senior leadership role.
- Proven track record of managing large-scale nearshore or
offshore contact center operations.
- Strong financial management skills, with experience managing
budgets and P&L responsibility.
- Excellent communication, interpersonal, and leadership skills.
- Ability to work across cultures and time zones, with experience
in global or multinational organizations.
- Strong problem-solving, decision-making, and organizational
abilities.
- Willingness to travel occasionally to Canada and other
international sites.
Benefits
What We Offer
- Competitive compensation and benefits package.
- Opportunity to lead a high-profile nearshore operation within a
growing global organization.
- Professional development and career advancement opportunities.
- A dynamic, collaborative, and inclusive work environment.
Skills Required
- Bachelor's degree in Business Administration, Operations Management, or related field
- 10+ years of experience in contact center management
- 5 years in a senior leadership role
- Proven track record of managing large-scale nearshore or offshore contact center operations
- Strong financial management skills
- Excellent communication, interpersonal, and leadership skills
- Experience in global or multinational organizations
- Willingness to travel occasionally to Canada and other international sites
What We Do
Advensus is a leading provider of nearshore contact center services, specializing in customer care outsourcing and BPO solutions. They offer omnichannel support to enhance customer satisfaction and retention across various industries.
