Director of Strategic Leadership (Montego Bay)

Director of Strategic Leadership - Jamaica

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our

can-do culture works together to make the ordinary exceptional.  

Do you have a strong command of and understanding of Leading People, Human Resource Functions, Project Management and Operational Execution?   Are you one that AIMS HIGHER. REACHES FARTHER to achieve your targets? Can you ACT BOLD. BE PASSIONATE with a problem-solving mindset?  Can you BE ONE. HELP MANY in a way that provides a positive experience? Do you want to BE DIFFERENT. BE YOU and LEARN MORE. TAKE ACTION?  

JOIN OUR TEAM TODAY!  

Job Summary

We are hiring an experienced, strong leader responsible for providing leadership and oversight of policies, employee relations, and organizational design. The ideal candidate will have a broad and deep knowledge of Human Resources as well as Operational Management of a high-volume telecommunications company.

This position will require you to provide results-oriented direction, strategic counsel and best practices around leading cohesive, engaged, and efficient teams while providing strong people management to our leaders and employees. This position requires a coach mentality, acting as a business partner as well as a people developer.

Position: This position will be ONSITE across two nearby locations

Onsite Address: Montego Bay 

Role Reports into: Chief Human Resource Officer

Job Responsibilities:  

• Collaborate with business stakeholders to understand key business initiatives, effectively support, and execute our practices and processes to deliver a quality employee experience.
• Encourage a strong leadership and feedback culture to support our career development practices.
• Provide effective management and oversight of the team resulting in timely and thoughtful support of our short and long-term needs.
• Advance organizational design that supports effective communication, productivity, and innovation.
• Connect senior leadership to ensure there is alignment in the delivery of quality services.
• Measure and evaluate the impact of programs and initiatives through data analytics to promote fact-based decision making.
• Deliver thought leadership and strategic guidance on the topics of operational excellence, strategic vendor partnerships, and cross functional support efforts to help senior leaders make better decisions and work more efficiently.
• Foster a culture of consistency, accountability, and continuous improvement.
• Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal, and motivation techniques. Implement internships with high potential agents/supervisors always grooming team members for career progression.

Additional Requirements: Job Knowledge, Skills, and Qualifications:

• Bachelor’s Degree or related discipline or equivalent combination of education and experience is preferred.
• 10+ years relevant hands-on progressive management experience in Strategic Leadership/Operations; prior experience in call center industry is strongly preferred.
• Experience in developing and implementing programs and policies that support performance management, transformational change, change management, organizational growth, and employee development.
• Must be analytical, have excellent interpersonal/persuasion skills, verbal & written communication skills and the ability to work in a fast-paced environment.
• Working knowledge of all aspects of employment and human resources related matters.
• Thrive in a fast paced, multi-tasking, deadline driven environment that advocates and supports a change management philosophy.
• Exposure/experience working alongside C-Suite executives and comfortable managing in a matrixed organization.
• Customer experience focus and mindset; ability to understand business challenges and to create solutions that positively impact the way people perform.
• Ability to organize and manage multiple projects and priorities simultaneously delivering on time.
• Logical problem-solving skills, outstanding organizational skills and dedication to quality and integrity.

Benefits:   

• Competitive pay based on experience.  
• Positive work culture.
• Stable, full-time employment.

• Company paid health & life insurance benefits. 
• Opportunity for professional development.

About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com.