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Operations Director

Belize City, Belize Req #1916
Wednesday, May 20, 2020


Alta Resources is Hiring!

An amazing leadership opportunity as a Program Director! Alta Resources, a global leader in providing outsourced customer-management solutions, is growing its footprint and opening an office in Belize. We help clients improve and better manage their customer experiences across every touch point. We are currently looking for a proven, high-performing Program Director with call-center/customer-service experience to lead our expansion effort in Belize.


Summary
The Program Director will manage and lead Alta Resources’ Contact Center in Belize. This position is accountable for a wide variety of responsibilities, including

  • Financials (P&L, budget, expense reduction)

  • Creating an environment promoting employee growth and retention

  • Directing/overseeing all aspects of clients’ customer service policies, objectives, and initiatives

  • Developing and establishing procedures and policies governing customer correspondence and the handling of customer issues

Client contract review, negotiation and SOW are critical aspects of this position.

The Program Director will work with the various Alta Resources client teams to identify trends in business problems and develop best practices to help create value-add solutions for our customers. This position will also focus on internal resources and implementation teams to ensure customer expectations are communicated and exceeded. 


Essential Duties And Responsibilities

  • Overall leadership duties for Alta Resources’ Belize location.

  • Create and maintain strong, lasting partnerships with clients and explore opportunities to grow business.

  • Develop and manage multiple teams to cultivate learning, sharing, communication and shaping team dynamics.

  • Instills a strong sense of customer focus, professionalism and client branding throughout the team

  • Determines work procedures, forecasts call volume, projects staffing levels, and expedites workflow

  • Create a work environment that makes our office THE preferred place to work in Belize.

Leadership Responsibilities
The Program Director position is an active leadership role, requiring the support of strategic initiatives, personal development and application of Six Sigma methodologies. Leadership accountabilities include:

  • Interviewing, hiring, training, and retaining employees

  • Planning, assigning and directing work.

  • Appraising performance and rewarding/disciplining employees

  • Addressing and resolving employee relations issues

Qualifications

  • Bachelor's degree from four-year college or university is required.

  • Five or more years of management experience (contact-center management preferred).

  • At least two years of experience in a leadership role with financial accountabilities including profit and loss is required.

  • A passion to lead and serve others.

  • Proven ability to meet deadlines and key metrics, work independently, as a leader and team player, and deliver results.

  • Excellent interpersonal, verbal and written business communication skills.

  • Ability to lead, coach, motivate, and build relationships and loyalty with external and internal teams, clients and leaders.

  • Understanding of the cultural, political and business nuances of Belize

  • Entrepreneurial spirit and enthusiasm to be part of new launch effort.

 



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Other details

  • Pay Type Salary
  • Belize City, Belize