HUB OPERATIONS AND IMPLEMENTATION MANAGER

About Company  

Transparent BPO is a leading provider of contact center BPO services. Through talent, process and technology we integrate with our client’s brand and culture to deliver superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.  

Job Overview  

The Senior Manager // Hub Operations and Implementation Manager led the strategy, launch, stabilization and ongoing performance of distributed operational hubs across Belize. This role combines project implementation with operational leadership, ensuring each hub is self-sufficient, supported and aligned with client requirements. The position partners across Operations, Human Resources, Talent Acquisition, Training, Facilities, Security, Technology and Finance to identify
viable talent markets, build launch plans, establish strong local cultures and transition new teams into sustainable operations. The Senior Manager also oversees staff augmentation initiatives and serves as a client-facing representative for the hub model, its performance and growth opportunities. 

Responsibilities and Duties  

• Lead the planning, launch, stabilization, and continuous improvement of operational hubs across Belize.
• Assess workforce, infrastructure, language capabilities, and business needs to recommend locations for new classes and client programs.
• Develop implementation plans, timelines, resource requirements, risk controls, and readiness criteria for hub launches.
• Coordinate with Operations, HR, Talent Acquisition, Training, Facilities, Security, Technology, and Finance to ensure launch and operational readiness.
• Establish self-sufficient hub operations with clear ownership, processes, escalation paths, and local leadership.
• Oversee hub performance, including service delivery, attendance, retention, engagement, culture, and client commitments.
• Partner with Operations and Recruiting to translate business demand into hiring, location, and workforce deployment strategies.
• Serve as a client-facing leader, communicating performance, addressing concerns, and identifying opportunities for growth.
• Monitor performance metrics, manage operational risks, and implement corrective actions as needed.
• Lead and develop direct reports while supporting succession planning and internal mobility.
• Ensure employee experience, facilities, security, business continuity, and support needs are effectively managed.
• Standardize best practices and lessons learned to support scalable growth across Belize.
• Perform additional duties and strategic projects as assigned.

Required Knowledge and Skills  

• Strong strategic, analytical, problem-solving, and decision-making skills.
• High level of integrity and confidentiality when handling sensitive information.
• Excellent written, verbal, presentation, and client-facing communication skills.
• Strong operational leadership and project implementation capabilities from planning through launch and stabilization.
• Ability to prioritize and manage multiple initiatives in a fast-paced, changing environment.
• Strong cross-functional collaboration and stakeholder-management skills across all organizational levels.
• Excellent organization, follow-up, and attention to detail.
• Ability to lead through ambiguity, solve challenges proactively, and work independently.
• Strong people leadership skills, including coaching, delegation, and developing local ownership.
• Positive, service-oriented approach to employee and client relationships.
• Ability to travel within Belize and work flexible hours as operational needs require.