Job Openings Site Director (C1C2 EN/ES) (Honduras/SPS)

About the job Site Director (C1C2 EN/ES) (Honduras/SPS)

Site Director (C1C2 EN/ES) (Honduras/SPS)

Location: San Pedro Sula, Honduras
Industry: BPO / Contact Center
Market: United States (USA)
Employment Type: Full-time

Role Summary

We are seeking an experienced and highly strategic Site Director to oversee BPO operations in Honduras supporting the U.S. market. This executive leader is accountable for site-wide performance, operational excellence, client satisfaction, financial results, culture, and people development.
The Site Director ensures continuous achievement of service, quality, and growth objectives while fostering a positive and high-performing workplace.

Key Responsibilities

  • Provide strategic leadership and end-to-end management of site operations.

  • Achieve and exceed all KPI targets (Quality, CSAT, AHT, SLA, Sales).

  • Oversee financial performance: budgeting, forecasting, P&L, and cost control.

  • Maintain and strengthen client relationships through reviews and strategic planning.

  • Collaborate with HR, TA, WFM, QA, and Training to align workforce strategies.

  • Drive a continuous improvement culture focused on efficiency and results.

  • Ensure compliance with all local laws and contractual standards.

  • Lead leadership development, coaching, and succession planning initiatives.

  • Oversee employee engagement, communication, and organizational culture.

  • Manage new business launches, transitions, and site expansions.

  • Represent the site in corporate and client executive forums.

Requirements

Education

  • Bachelors degree in Business, Operations, Management, or related field.

  • Masters preferred (not required).

Experience

  • 8+ years in BPO, including 35 years in senior leadership (Director / GM / Site Lead).

  • Proven success managing U.S. market programs and large-scale teams (500+ seats).

  • Strong track record in P&L management, forecasting, and performance optimization.

  • Demonstrated ability to improve KPIs, enhance productivity, and drive client satisfaction.

Skills

  • Fully bilingual English/Spanish (C1C2).

  • Deep understanding of BPO operations across customer support, sales, and tech.

  • Strong strategic, analytical, and leadership competencies.

  • Exceptional communication and executive presence.

  • Expertise in financial analysis, workforce tools, and collaboration platforms.

Core Competencies

Strategic Planning | Leadership Development | P&L & Financial Management | KPI & Performance Optimization |
Client Relationship Management | Data-Driven Decision Making | Workforce Planning | Continuous Improvement |
Change & Crisis Management

Benefits

  • Competitive compensation and performance bonuses

  • Medical insurance and paid time off

  • Executive development programs and career advancement

  • Relocation assistance (if applicable)

Success Metrics / KPIs

  • Achievement of site KPIs (CSAT, NPS, Quality, AHT, SLA)

  • Revenue growth and profitability

  • Client satisfaction and employee retention

  • Operational stability and accuracy in forecasting

How to Apply

Please submit your updated résumé and LinkedIn profile, including a short paragraph explaining why you are the ideal candidate for this position.


Or refer someone