Operations Manager - Nearshore Call Center (Dominican Republic)

About the role

The Operations Manager reports to the Site Director and is responsible for the tactical planning and execution of all call center operations at the Dominican Republic site. The role covers achieving collection goals, competitive rankings, supervisor performance, client implementation support, client performance analysis, process improvements and other assigned duties.

Key responsibilities

• Achieve collection goals and improve competitive rankings
• Train collection supervisors on resource and personnel management and coach Customer Service Agents on KPIs
• Coordinate training of new and existing staff and handle new hire onboarding
• Monitor collection performance daily, weekly, monthly and hourly
• Prepare and deliver supervisor and agent performance evaluations, recognize top performers and manage outliers
• Schedule and facilitate team meetings on priorities, goals and procedural changes
• Report project status regularly to managers and executives
• Analyze daily, weekly, monthly and quarterly reports in Microsoft Excel and Microsoft Access
• Act as liaison for internal and external communications and maintain SOPs
• Identify automation and revenue enhancement opportunities and assist with cost-benefit analysis

Required profile

• 5+ years of operational management experience in a collections and/or call center environment
• Demonstrated call center supervisory and/or management experience
• Bilingual business proficiency in Spanish and English
• Must pass a background check to obtain the MN Debt Collector license
• High school diploma required; associate degree preferred
• Ability to keep a predictable, consistent full-time schedule

Required skills

• Microsoft Excel and Microsoft Access
• Excellent computer skills and ability to learn new software quickly
• Ability to build detailed analytical models