Site Director / District Manager – BPO Call Center

About the role

Lead from the front and shape the performance of high‑impact contact center operations in Belize City. The role combines strategic planning with hands‑on operational leadership to maintain service quality, improve efficiency, support client relationships, and drive overall business performance.

Key responsibilities

• Oversee daily call‑center operations, implementing best practices to enhance productivity and service quality.
• Recruit, train and manage supervisors and agents, fostering a positive work environment.
• Monitor and analyze call‑center metrics, using data‑driven insights to improve efficiency, customer satisfaction and profitability.
• Build and maintain strong client relationships, acting as primary contact for escalated issues.
• Collaborate with senior management on operational strategies, identify growth opportunities and recommend initiatives.
• Ensure compliance with industry standards and company policies, implementing quality‑assurance measures.
• Manage site budget and resource allocation to control costs and maximize output.

Required profile

• Bachelor’s degree in Business Administration, Management or related field.
• Minimum 5 years of leadership experience in the BPO industry, focusing on call‑center operations.
• Strong understanding of call‑center metrics, operations and best practices.
• Excellent interpersonal and communication skills with proven ability to build relationships at all levels.
• Track record of managing teams and driving performance improvements.

What we offer

• Competitive salary and performance bonuses.
• Comprehensive health benefits.
• Opportunities for professional development and career advancement.
• Dynamic work environment in a vibrant location.