Contact Center Director

About the role

The Director of Contact Center Operations is a hands-on strategic leader overseeing Loan Underwriting, Quality Assurance and Training. The role ensures consistent service excellence across contact center and branch operations in Belize, Barbados and future international markets, working with Customer Service, Sales and Collections teams. It is open to candidates willing to relocate.

Key responsibilities

• Lead and oversee Loan Underwriting, Quality Assurance and Training, keeping them aligned with organizational goals and service standards.
• Set and maintain service excellence benchmarks across contact centers and branches, and develop strategic plans for efficiency, customer satisfaction and compliance.
• Act as the main liaison between Contact Center operations and other business units, and establish, monitor and improve KPIs for underwriting, QA and training.
• Maintain a robust Quality Assurance framework and lead continuous improvement based on customer feedback, quality assessments and operational metrics.
• Oversee onboarding and ongoing training, keeping content up to date with processes, products and compliance requirements.
• Implement SOPs, support operational frameworks for new markets, and ensure staffing and service infrastructure for new rollouts.
• Ensure compliance with policies, laws and industry standards, identify operational risks and develop mitigation strategies.

Required profile

• Bachelor's degree in Business Administration, Operations Management, Finance or a related field.
• 5-8+ years in contact center or financial services operations, with at least 2-3 years in a senior leadership role.
• Customer-centric, results-driven, collaborative and adaptable to fast-changing, multi-country environments.

Required skills

• Knowledge of contact center operations, underwriting processes, QA standards and training methodologies.
• Proficiency in workforce management systems, CRM tools, QA analytics and training platforms.
• Analytical ability to interpret performance data and drive KPIs; budgeting and resource management across departments.