Collections & BPO Operations Director
Collections & BPO Operations Director
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Title: Collections & BPO Operations Director
Location: Santo Domingo DominicanRepublic
Reporting to:Vice President Operations
Position Purpose
To drive the performance profitability and continuous improvement of multiple business unitscollections customerservice and outsourcingserving clients in finance utilities telecom banking cable and healthcare. The Director of Operations oversees P&L people processes and technology to deliver worldclass results.
Key Responsibilities
-
Lead daytoday recovery and contactcenter operations ensuring revenue targets are met.
-
Staff & coach businessunit managers; set goals review performance and mentor plus workforce.
-
Audit & optimize accounts workflows and systems for contractual legal and regulatory compliance.
-
Scale the callcenter outsourcing segment translating corporate strategy into actionable plans.
-
Leverage analytics to benchmark competitors and inform strategic decisions.
-
Cultivate client relationships representing the Company on executive calls and quarterly business reviews.
-
Drive continuous improvement by identifying process gaps and implementing Lean/Kaizen initiatives.
-
Own technical strategy across the account lifecycle (tactics scripts workflows QA dashboards).
-
Report weekly on KPIs costs and productivity to senior leadership.
-
Ensure onsite presence and consistent attendance modeling the Companys values.
Qualifications
-
5years senior operational leadership in collections and/or highvolume call centers.
-
Proven experience managing multisite or multifunction teams.
-
English level C1/C2 (advanced business fluency) and nativelevel Spanish.
-
Expertise with MicrosoftExcel Access and modern CX/collections platforms; quick to learn new tech.
-
Strong dataanalysis communication and changemanagement skills.
-
Entrepreneurial mindset collaborative spirit and commitment to continuous improvement.
Education
-
Bachelors degree in Business Finance Operations or related field preferred.
-
HighSchool Diploma or GED required.
Benefits & Growth
-
Competitive base salary performance bonus.
-
Premium health insurance leadership training and clear career path.
-
Company transportation stipend and relocation assistance (if applicable).
How to Apply
Please submit the following in English via our career portal:
-
Updated rsum (PDF).
-
Updated LinkedIn profile link.
-
A 100 word statement answering Why am I the ideal candidate for the Director of Operations role in Santo Domingo
Why Well Choose You
You combine strategic vision with handson execution turning complex P&L targets into actionable plans that motivate teams and delight clients. Your bilingual mastery and cultural agility make you the perfect bridge between stakeholders and Caribbean operations. With a proven record of doubledigit revenue growth and cost optimization you are ready to elevate the Companys Santo Domingo hub to bestinclass performance.
Suggested Hashtags / Keywords
#Collections #Cobros #BPO #ContactCenter #OperationsDirector #SantoDomingo
DEPARTMENT: Collections Operations
REPORTS TO: Vice President Operations
JOB DESCRIPTION
Director Operations
Created April 22 2025
POSITION SUMMARY:
The Director Operations is responsible for the overall management performance and profits and losses of multiple
business units in the Santo Domingo office by ensuring operational efficiencies and effectiveness through the
adoption of continuous improvement methodologies and best practices.
ESSENTIAL FUNCTIONS:
Manages the overall recovery performance of business units that cover a wide range of industries such as
financial services utilities telecommunications banking cable and medical.
Ensures appropriate headcount and staffing levels are maintained to achieve revenue goals.
Oversees and directs the auditing of CCS accounts processes staff and systems in an effort to assure
superior performance as well as compliance with contractual requirements and federal/state laws &
regulations.
Provides day to day support to assigned business segments by providing leadership coaching and
mentoring to business managers.
Sets goals and objectives reviews and evaluates performance motivates and coaches direct reports.
Provides leadership in the development of the call center outsourcing business segment.
Translates corporate goals into operational tasks and builds the structure and process to achieve them.
Utilizes analytics to assess competitive standing and strategic options.
Maintains client relationships by providing world class customer service by leading and participating on
client calls.
Identifies and develops processes and system improvements to maximize the efficiency and effectiveness in
the department.
Focuses on increasing operational efficiencies and effectiveness through continuous improvement
methodologies and establishes appropriate metrics to measure and monitor performance.
Manages technical aspects of processing for the entire account lifecycle including developing strategies
actions scripts and workflows.
Consults with management teams and associates on a regular basis to identify and address business
concerns.
Other duties as assigned and required by business needs.
Ability to maintain a consistent and regular attendance in accordance with an established schedule.
Ability to work onsite/in-office and in accordance with CCS and department policies and procedures.
QUALIFICATIONS:
5 years of operational management experience in a collections and/or call center environment.
Directly related call center supervisory and/or management experience required.
Bilingual business proficiency in Spanish and English (verbal and written) is required.
Excellent verbal and written communication and analytical skills.
Proficient with Microsoft software including Microsoft Excel Microsoft Access and able to quickly learn new
software applications.
Demonstrated ability to develop detailed analytical models.
Ability to be receptive and responsive to change and to embrace continuous improvement.
Ability to work effectively in a team environment as a collaborator and contributor.
Must have an entrepreneurial mindset and able to work in work in an inclusive environment.
EDUCATION REQUIREMENTS:
Bachelors degree in Business or related field preferred.
High School Diploma or GED is require
Employment Type
Full Time
