Site Director

Position OverviewWe 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 ResponsibilitiesStrategic 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. 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. 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.