Country Manager
Convergys Santo Domingo, DO
Responsibilities
A rapidly growing company with significant career growth opportunities
A culture committed to teamwork and continuous improvement
An attractive compensation package including medical, dental; PTO, paid holidays.
- Oversee operations for Dominican Republic Operations for multi-site/multi geo call centers. This will include monitoring performance, identifying gaps, and supporting/coaching staff to ensure high quality performance.
- Monitor financial performance of all accounts and work with Delivery teams to support local actions to address and satisfy any client or program demands.
- Provide strong, dynamic leadership that mentors, develops, and shares best practices with operation teams to efficiently and effectively drive performance and profitability.
- Assist in developing strong sales opportunities for in all programs through sharing best practice and training supporting operations including partnering with Global Sales Executives and support departments to assist with RFP responses and client visits aligned to sales operations for Brazil.
- Drive a culture of continuous improvement by participating in and being an active driver of the Sales Industry Collaboration Community, encouraging a high performing virtual team where new ideas and solutions are encouraged, evaluated, quantified and implemented
- College or advanced degree is or compatible experience in field required (marketing, communications or business preferred).
- Minimum of 7-10 years of BPO or Business Services related industry experience in a Call Center Environment
- Minimum of 3 years of experience in an outsourced contact center senior leadership role with experience managing multi-site, call center operations preferred
- Track record of success overseeing fast-paced, high volume sales call centers
- Leader with demonstrated decision-making and team building skills.
- Effective written & verbal communication including presentation skills in English
- Problem solving and root cause analysis skills
- Change management capability
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