Director of Contact Center

Belize City, Belize

Quickstop is a fast growing, personal financial company based out of Belize. We are a customer-focused organization dedicated to service the personal finance needs of the public in the Caribbean and Latin America, with particular attention to those desiring short-term cash advances and microloans. Our company creates a community-bank atmosphere, while providing personal service and opening hours not usually associated with today’s banks. Our goal is to lead the fintech revolution throughout the Caribbean with high quality products and services while providing best-in-class customer attention.

We are looking to add a Director of Operations to our growing organization. This person will be responsible for operational strategies and improvements by conducting needs assessments, establishing performance reviews (KPIs), capacity planning and cost benefit analyses. We are looking for someone that has built a Contact Center from scratch multiple times and has strong business acumen with proven contact center leadership. This position will also focus on the company’s strategy and direction toward a larger local presence as well as international expansion.

Your day to day

• Manage the operations of the contact center, including implementing call center strategies to continuously perform at an optimal level.
• Define, implement and track KPIs based on industry standards to ensure continuous growth and an increasing positive customer experience.
• Develop, recommend, and implement policies and procedures to ensure the proper execution and management of customer’s end to end communication.
• Increase customer base, loyalty, and retention; recommend and implement plan to capture new markets based on in-depth analysis of industry trends and technology.
• Research, develop and implement optimum digital platforms and technology (Omnichannel software, CMS, LMS, Dialers and hardware) to support and expand the strategic initiatives of the business.
• Analyze call center data, prepare, and deliver reports to leadership team.
• Execute outbound campaigns and monitor and analyze metrics.
• Analyze and identify training needs, mentor, and develop coaching plans based on observations, customer feedback and trend analysis.
• Hire, coach and develop the contact center team.
• Develop and maintain a professional working environment based on customer centricity and superior customer experience.
• Collaborate with the various departments, vendors, and corporate partners to generate and implement quality service improvements.
• Foster and continuously build a positive work environment with awards & recognition programs.

About You

• Bachelor’s degree in Business, a related field or extensive equivalent experience in a contact center leadership role.
• 5+ years of relevant working experience as a Manager in a Contact Center environment.
• Experience building, designing, and improving Contact Centers from the earliest stages at least twice in a management role.
• Experience with building out and refining Omnichannel software applications (UContact, Genesys, Avaya). Can speak to specific technological needs for the organization.
• Experience analyzing and developing Key Performance Indicators (KPIs) and metrics based around the company vision, products, location, and the team environment.
• Extensive knowledge of workforce management configurations and controls.
• Experience utilizing software applications including LMS, CMS and Project Management to improve results.
• Experience filtering through data using Excel and MySQL to develop strategies for efficiency and effectiveness.
• Experience with budgeting, forecasting, P&L, and workforce optimization.
• Experience with implementing new company products and services.
• Experience developing and growing both individuals and Contact Center teams through hiring, training, and coaching.

• Strong ability to communicate across multiple departments and levels including C-Level leaders.
• Strong work ethic, organized, and have a desire to get the job done.
• Willingness to change and easily adapt to a fast-growing environment.
• Wants to be around a team and work with people to complete goals.
• Ability to make tough decisions in a complex environment.
• Knowledge of digital lending and payment platforms

Additional Information

Quickstop is committed to offering competitive, fair, and commensurate compensation based on job-related knowledge, skills, experience, and education.

Our Story

Founded in 2006, Quickstop’s mission is to become a leading provider of consumer financial services in the Caribbean and Latin America. Our first store was opened in the capital city of Belmopan with 2 employees. 5 years later the company started to expand throughout the country and now has locations in all 5 major national markets including San Ignacio Town, Belize City, Orange Walk Town, and San

Pedro Town. Our company operates clean, bright, and safe retail centers designed to create a community‐bank atmosphere while providing personal service and opening hours that are not usually associated with today’s banks. We now have over 100 employees with opportunity to grow throughout our neighboring countries. We are constantly looking for talent to join our team and continue our growth.