Site Director - Kenya

Location: Nairobi, Kenya (Onsite)

Site Director - Kenya

Our client harnesses the power of strategic outsourcing to drive transformative change for businesses worldwide. As a trusted provider of high-impact customer engagement, advanced technology solutions, and specialized nearshore talent, they deliver tailored strategies that achieve measurable results. Combining the flexibility of a specialized firm with the capabilities of a global provider, our client delivers tailored solutions that adapt to the unique needs of each business. With extensive industry expertise, a commitment to excellence, and a robust talent network, they are equipped to tackle challenges and unlock new opportunities for success.

The Site Director holds a key role in the organization, reporting to the Chief Operating Officer (COO) of the company. They will have oversight of the site where the delivery of services is executed. The role of the Site Director is to play a leading role in high-level organizational decisions and daily operations. They will set business goals (e.g, maximizing revenue) and solve internal issues when needed. They will supervise operational teams and evaluate each department’s performance. They also ensure employee compliance with company policies.

Experience you bring:

• Proven ability to navigate and lead within complex organizational structures, balancing strategic decision-making with inclusive consultation.

• Ability to support the Company’s mission and objectives, carrying out short and long-range strategic planning efforts.

• Capacity to develop partnerships, teamwork, and good working relationships. The company is geared toward maintaining an open management style.

• Analytical skills and an understanding of operational processes and technology concepts. Skills in gathering, analyzing, and evaluating data. Strong critical thinking skills.

• Self-motivation, practical learning skills, enthusiasm, and the ability to complete multiple tasks in a timely and accurate manner.

• Goal-oriented and flexible. Able to respond immediately to the organization and its employees, exercise initiative to identify problems, and recommend solutions

• Able to manage and prioritize a diverse and demanding workload.

• Ability to establish and maintain effective working relationships with clients.

Primary Job Responsibilities:

• Actively participate as a key member of the Executive Leadership Team (ELT), shaping organizational strategy and vision.

• Partner with executives and VPs to develop, align, and execute innovative business strategies that drive growth and operational excellence.

• Oversee the delivery of service standards, ensuring operational KPIs and scorecards align with the company’s strategic goals.

• Establish ambitious performance and financial targets, leading teams to achieve measurable success.

• Assess, evaluate, and report on overall team and individual team member performance

• Leverage advanced analytics and reporting tools to assess staffing efficiency, call trends, and performance metrics, driving data-informed process improvements that enhance overall productivity and customer satisfaction.

• Cultivate a transparent and collaborative culture by maintaining open lines of communication, fostering team synergy, and aligning call center KPIs with the company's broader strategic objectives.

• Provide professional development for the Call Center Managers and direct reports, including supervisory skills, goal attainment, and industry topics and trends that support business goals and objectives.

• Ensure Contact Center employees have a positive work environment and receive training, development, and motivation to maximize their contribution and ensure the quality of their work

• Establish Contact Center budget, manage expenditures, and perform within budget allocation

• Develop and implement comprehensive Standard Operating Procedures (SOPs) that streamline operations and enhance team adherence.

• Drive sustainable business growth, leveraging innovation and operational excellence.

Desired Skills/Qualifications:

• A bachelor’s degree is required.

• 7+ of contact center industry experience, 8 years in leadership
• Excellent track record of running/growing international contact centers

• Strong technical skills and advanced Microsoft Excel skills are required.

• Previous P&L responsibility

• Experience in process improvement, Six Sigma, etc., is a plus.

• Exceptional communication skills, with the ability to effectively engage stakeholders across diverse organizational levels.

• Knowledge of leadership theory and management principles, theories, and techniques.

• Expertise in fiscal management, budgeting strategies, and human resource leadership to support the organization’s financial and operational objectives.

Other Position Requirements:

• Must be available to work onsite in Nairobi, Kenya full time, relocation provided