Collections & BPO Operations Director

hace 16 horas

Santo Domingo Dominican Republic Patricia Baez Company A tiempo completo


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

  • 5+years 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:

  1. Updated résumé (PDF).

  2. Updated LinkedIn profile link.

  3. 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


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