The Managing Director will be responsible for the profitable growth and expansion of a world-class Contact Centre based in Jamaica with supplementary sites in UK & Canada
Our core values make us who we are and are demonstrated in everything we do; rooted in Service, we believe our every-day jobs contribute to something bigger than ourselves. We are dependable and pride ourselves in our authentic and the transparent solutions that we create to bring value to our members.
Since its inception our Contact Centre served local members and customers of the Jamaica National Group of companies but more recently commenced serving members based in the UK, USA and Cayman. The adoption of this service model to overseas customers complements the innovative solutions available to our members and aligns with our commitment to improve people lives wherever they may reside. Our debt collection service has expanded beyond our member companies and now include diverse clients.
THE OPPORTUNITY
The JN Group has made a strategic decision in investing in the creation and development of its own Contact Centre to best serve the interests of all its members worldwide.
As we evolve we are seeking a Managing Director to be responsible for the profitable growth and expansion of a world-class Contact Centre based in Jamaica with supplementary sites in UK & Canada. This is to be achieved through setting strategic direction, establishing structure and processes that ensure efficient, reliable and compliant operations including processes for the continuous improvement of the customer experience and building a cohesive high performing team with effective leadership. Tactical emphasis will include customer care, quality management, workforce planning, recruiting, coaching, training and business continuity plans.
Success will be measured by the organization’s ability to provide high quality services while meeting service level agreements (SLA’s) with the JN Group member companies and external clients ,improving call performance, increased use of resources and adaptation of new proven technologies like Chatbots and Artificial Intelligence (AI) with the overall objective of providing world class customer service. Targets set and measured will include achievement of metrics for call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, on boarding new clients and the achievement of profitable organic growth.
THE PERSON
This role requires an individual who is committed to excellence demonstrated by a strong commercial, quality and customer centric orientation, and one who is experienced and confident influencing at a senior level.
The incumbent is tasked with strengthening and opening up opportunities and relationships, identifying, prioritizing and rigorously pursuing business opportunities, as well as managing the business process to ensure a delightful customer experience. The role is a rich, multi-faceted combination of management, strategy and hands-on commercial responsibility which will see you challenged and rewarded while being exposed to Senior executives across the JN Group including presenting to a Board of Directors.
KEY SKILLS
KEY RESPONSIBILITIES
CLOSING DATE FOR APPLICATIONS: October 15, 2024