Contact Center Director

About the role

The Director of Contact Center Operations is a hands-on strategic leader responsible for 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, and works closely with Customer Service, Sales and Collections teams. It involves building, developing and scaling operations and setting up scalable structures that support company growth.

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 Center and branch operations, and benchmark performance against industry standards.
• Develop and execute strategic plans to improve efficiency, customer satisfaction and compliance.
• Assess current operations, identify gaps and build strategies to improve processes, team capabilities and effectiveness.
• Build, develop and scale operations so processes, resources and structures fit business needs and best practice.
• Act as main liaison with Customer Service, Sales and Collections, and with other business units, to align objectives and resolve issues.
• Establish, monitor and improve KPIs for underwriting, quality assurance and training; ensure a robust QA framework and lead continuous improvement.
• Oversee onboarding and ongoing training, keeping content up to date with processes, products and compliance requirements.
• Develop SOPs and operational frameworks for new markets, and ensure readiness, staffing and infrastructure for new branches and centers.
• Ensure compliance with policies, laws and industry standards, and identify and mitigate operational risks.

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.
• Proven track record of building, developing and scaling operations with measurable results.
• 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.
• Change management, budgeting and resource management across departments.