Site Director

Location: Belmopan, Belize

• Onsite Position: We currently do not have any work-from-home positions available

Site Director

We are a comprehensive BPO and Call Center Solution provider that specializes in delivering top-tier business process outsourcing and call center solutions. Our services are designed to drive efficiency and elevate business performance for worldwide clients. The nearshore delivery model offers several advantages over traditional offshore outsourcing, including improved communication, cultural affinity, and faster turnaround times. Belize's English-speaking population and growing reputation as a hub for high-quality Business Process Outsourcing services set our client up for success!

The duties of a Site Director include leading our Belize contact center, with a strong focus on sales and service operations and overall operational excellence. This role is responsible for optimizing sales performance, ensuring service quality, and driving revenue growth through people, process, and performance leadership. The Site Director will manage daily operations, align with client goals, and continuously improve KPIs across multiple outbound and inbound sales programs. This is a rapidly growing site location, and we are seeking a high-energy leader to play an active role in our growth

Essential Responsibilities:

• Lead the daily operations of the Belmopan site sales teams,

• Drive a culture of sales excellence, setting clear targets, coaching frontline leaders, and implementing strategies to exceed conversion, close rate, and revenue KPIs.

• Oversee a team of Sales Managers, Supervisors, Trainers, and Quality Coaches to ensure effective execution and continuous improvement.

• Monitor and analyze sales data, pipeline activity, and campaign results to identify trends and drive performance enhancements.

• Partner with clients to align goals, manage expectations, deliver strategic insights, and address escalations proactively.

• Implement operational excellence frameworks (e.g., Lean, Six Sigma, sales process optimization) to streamline workflows, improve efficiency, and reduce churn.

• Lead workforce planning, headcount forecasting, and scheduling in collaboration with WFM to ensure staffing meets program demand.

• Ensure full compliance with local labor laws, internal policies, and client contractual obligations.

• Promote employee engagement through strong site culture, career pathing, and recognition programs.

• Provide regular executive updates on site financial performance, sales metrics, and operational risk management.

Qualifications and Skills:

• Minimum 8+ years of BPO leadership experience, with 3+ years as a site director managing sales and service-focused contact center operations.

• Proven success in managing high-volume outbound/inbound sales and omnichannel service programs with measurable revenue growth.

• Deep knowledge of BPO metrics, including conversion rates, AHT, sales per hour, pipeline health, and QA standards.

• Exceptional client-facing skills with a consultative approach to partnership and performance management.

• Experience with CRMs (e.g., Salesforce), dialers (e.g., Five9, Genesys), and reporting tools (e.g., Tableau, Power BI).

• Hands-on leadership with demonstrated ability to lead cross-functional teams and deliver under pressure in a fast-paced environment.

• Accent-free English language skills