Job Overview
Role: Site Director. Category: Operations. Location: Invercasa Centro Financiero Invecasa, Torre 3, piso 1 Managua, NI. Employment Type: Full Time. Date Posted: 2026-06-08. Application Deadline: 2026-06-15.
Overview
The Site Director is responsible for the successful operation of multiple campaigns within a customer
contact center. He or she will lead and guide management at the site to aid in achieving optimum
performance that results in achievement of client and employee satisfaction. This role will develop
strategic and technical plans including revenue cost planning and forecasting, facility and vendor
management; establish, measure and evaluate results of goals and objectives for the site’s performance,
production, quality, profitability, client and employee retention; interface with clients to ensure positive
client relationships and to ensure that client performance metrics are achieved; and support community
initiatives and business relationships.
Responsibilities
- Develop/lead a team of high performers ensuring all campaign measurables meet/exceed client
and internal targets.
- Full center accountability inclusive of recruiting, training, production, sales and financials
through performance and cost management, maximizing center profitability.
- Develop strategic and tactical planning for Contact Center operations, including revenue cost
planning, management, expansion, etc.
- Coordinates operation to manage and evaluate workflow and reporting of all departments
within the Contact Center.
- Conducts weekly and daily meetings, as needed with relevant management staff to review
service levels/performance and obtain feedback.
- Establish and consistently meet/exceed client program service goals and objectives in
performance, production and quality.
- Implements appropriate motivational/incentive programs in the Contact Center.
- Manage all internal operations functions, as well as, external vendor relationships.
- Responsible for developing budgets, forecasting, and implementing management,
administrative, and operational changes to positively impact the actual financial performance
compared to budget.
- Act as center prime, ensuring successful site visits from both existing and potential clients
- Interfaces and coordinates with Sales, Client Relationship managers and Account Management.
- Ensures communication and consistency with regard to program updates, performance
expectations, monitoring of call quality requirements, and coaching expectations between
operations managers and supervisors.
- Provide Quarterly feedback to Operations teams regarding Center initiatives.
- Responsible for inspecting expectations on training, development, empowerment, positive
management practices, employee relations, preventive labor practices, and adherence to all
company policies and procedures.
- Complete individual performance evaluations for Management Staff on an annual basis,
supported by ongoing feedback, objective setting, motivation and skills development.
- Maintains continuous communication with management, organizational development and
supervisory team to develop and agree upon written goals and objectives, training, performance
management and career development plans.
- Work with Vice President on creating recognition programs to keep morale high.
**The preceding position description has been designed to indicate the general nature of work performed; the level of
knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be
interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position.
Site Director
- Review Quarterly to determine if the comp structure is working and is willing to make
changes/concessions as needed.
- May perform other additional duties and responsibilities as assigned.
Qualifications
- Knowledge of internal computer/operating systems
- Proficiency in MS Word, Power-point & Excel with an emphasis on creation, design &
maintenance of spreadsheets.
- Strong analytical and project management skills.
- Budgeting and overall P&L management experience.
- Strong interpersonal, verbal and written communication skills.
- Ability to relate to all levels of staff and management.
- Good reasoning abilities and sound judgment.
- Resourceful and well organized.
- Proven leadership, sales and team building skills
- Strong knowledge of Contact Center Software and Call Center Metrics
- Flexibility and adaptability to thrive in an ever changing environment and able to prioritize daily
tasks to meet specified deadlines.
Education/Experience:
- Bachelor’s Degree in Business or related field.
- Minimum 8 years’ experience in a call center environment.
Key Responsibilities
- Develop/lead a team of high performers ensuring all campaign measurables meet/exceed client
and internal targets.
- Full center accountability inclusive of recruiting, training, production, sales and financials
through performance and cost management, maximizing center profitability.
- Develop strategic and tactical planning for Contact Center operations, including revenue cost
planning, management, expansion, etc.
- Coordinates operation to manage and evaluate workflow and reporting of all departments
within the Contact Center.
- Conducts weekly and daily meetings, as needed with relevant management staff to review
service levels/performance and obtain feedback.
- Establish and consistently meet/exceed client program service goals and objectives in
performance, production and quality.
- Implements appropriate motivational/incentive programs in the Contact Center.
- Manage all internal operations functions, as well as, external vendor relationships.
- Responsible for developing budgets, forecasting, and implementing management,
administrative, and operational changes to positively impact the actual financial performance
compared to budget.
- Act as center prime, ensuring successful site visits from both existing and potential clients
- Interfaces and coordinates with Sales, Client Relationship managers and Account Management.
- Ensures communication and consistency with regard to program updates, performance
expectations, monitoring of call quality requirements, and coaching expectations between
operations managers and supervisors.
- Provide Quarterly feedback to Operations teams regarding Center initiatives.
- Responsible for inspecting expectations on training, development, empowerment, positive
management practices, employee relations, preventive labor practices, and adherence to all
company policies and procedures.
- Complete individual performance evaluations for Management Staff on an annual basis,
supported by ongoing feedback, objective setting, motivation and skills development.
- Maintains continuous communication with management, organizational development and
supervisory team to develop and agree upon written goals and objectives, training, performance
management and career development plans.
- Work with Vice President on creating recognition programs to keep morale high.
**The preceding position description has been designed to indicate the general nature of work performed; the level of
knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be
interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position.
Site Director
- Review Quarterly to determine if the comp structure is working and is willing to make
changes/concessions as needed.
- May perform other additional duties and responsibilities as assigned.
Eligibility / Qualification Required:
- Knowledge of internal computer/operating systems
- Proficiency in MS Word, Power-point & Excel with an emphasis on creation, design &
maintenance of spreadsheets.
- Strong analytical and project management skills.
- Budgeting and overall P&L management experience.
- Strong interpersonal, verbal and written communication skills.
- Ability to relate to all levels of staff and management.
- Good reasoning abilities and sound judgment.
- Resourceful and well organized.
- Proven leadership, sales and team building skills
- Strong knowledge of Contact Center Software and Call Center Metrics
- Flexibility and adaptability to thrive in an ever changing environment and able to prioritize daily
tasks to meet specified deadlines.
Education/Experience:
- Bachelor’s Degree in Business or related field.
- Minimum 8 years’ experience in a call center environment.
How to Apply:
Apply online using the official IBEX application link below.
Apply Now