Managing Director

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

• Experience in leading a 24x7x365 multi-jurisdictional customer-facing support environment
• Proven ability to manage a contact center, using KPIs, ensuring quality and accurately forecasting revenues and expenses.
• Experience with contact center operations and cloud based technologies including Nice InContact, Chatbots and AI.
• Extensive experience establishing and managing client relationships to ensure consistent performance and quality at world class benchmarked levels.
• Experience planning and managing workforce for seasonal or project-specific needs, including staffing models that address needs to quickly ramp up or down staffing levels.
• Demonstrated track record of providing an Omni Channel solution by integrating digital channels of consumer contact (e.g., Smart IVR, chat, social) and optimizing other channels while improving/maintaining service levels and satisfaction.
• Experience innovating with internal and/or vendor technology partners to automate and integrate manual processes with transformational impact to cost, quality, and/or cycle time.
• Effective leadership and people management skills, with a focus on developing diverse, high performing teams and fostering an inclusive culture that is collaborative and competitive and in keeping with the values of the organization. 

KEY RESPONSIBILITIES

• Responsible for profit and loss management and optimization, including accurate revenue and expense forecasting, relating to all aspects of the contact center.
• Identify growth and efficiency opportunities, and execute in partnership with key stakeholders/partners.
• Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
• Responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, and improve efficiency.
• Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered inclusive of business continuity plans.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM, WFM, Chatbots and AI to create a cost effective operation consistently achieving contact handling SLAs that are benchmarked to Best In Class.
• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
  
  

• Post graduate degree in management science, statistics, business administration or commerce
• At least seven (7) years’ experience in a BPO or Call Center/Contact Center with at least 4 at the senior management level including International experience.
• Certification in business processing reengineering desirable

CLOSING DATE FOR APPLICATIONS: October 15, 2024