Managing Director Integrated Human Capital - 3.5 El Paso, TX Job Details 18 hours ago Qualifications Team leadership Call center experience Bachelor's degree

Typing Full Job Description Managing Director Job Summary:

The Managing Director serves as the senior executive responsible for the overall performance, growth, and strategic direction of the Business Process Outsourcing (BPO) operations. This role provides leadership across all business lines and functional areas, including Operations, Quality Assurance, Learning & Development, Workforce Management, Business Development, and Client Services. The Managing Director is accountable for achieving financial, operational, and client performance objectives while ensuring the organization delivers exceptional customer experience and sustainable business growth. This position serves as the primary executive representative to key clients and stakeholders, fostering long-term partnerships and identifying opportunities to expand services and revenue. As the senior site leader, the Managing Director develops and executes strategic initiatives that strengthen organizational performance, drive operational excellence, optimize profitability, and position the company for continued growth. The role is responsible for building a high-performing leadership team, fostering a culture of accountability and continuous improvement, and ensuring the successful execution of business objectives across all areas of responsibility.

Managing Director Responsibilities:

Own full P&L performance, including revenue growth, profitability, margin optimization, cost management, forecasting, and budget accountability. Drive financial discipline through making strategic, cost-effective decisions, eliminating wasteful spending, and maximizing profitability while aligning everyday operations with long-term company goals. Develop and execute business strategies aligned with company goals, client requirements, and growth objectives. Provide executive oversight of all operational functions, ensuring effective service delivery across all business lines, client programs, and service channels. Establish performance standards and accountability frameworks to ensure achievement of service, quality, productivity, customer experience, and employee engagement objectives. Ensure effective performance management and continuous improvement processes are implemented to address operational risks and performance gaps. Align and integrate Operations, Quality, Training, Workforce Management, Human Resources, and Information Technology to achieve organizational objectives. Lead continuous improvement initiatives through data-driven decision-making, process optimization, technology adoption, automation, and operational transformation. Provide strategic business reviews, operational analysis, and recommendations to executive leadership and clients while ensuring effective governance and business performance oversight. Develop organizational capability through leadership development, succession planning, workforce strategy, and talent management initiatives.

Managing Director Education and Requirements:

Bachelor's degree in business administration, Management, or a related field. 15+ years of progressive experience in BPO or contact center operations. 7-10+ years in senior leadership roles with full operational oversight Proven track record of: Delivering strong financial and operational leadership and Leading large, multi-site teams

Managing Director Abilities:

Improving customer experience and KPI outcomes Core Competencies Deep understanding of contact center/BPO environments Strong process orientation and performance management discipline Strong understanding of P&L management, cost drivers, and forecasting Strong executive communication and relationship management skills Proven success improving SLAs Strong coaching capability with a focus on scalable leadership development Proven ability to build accountability and reduce leadership dependency Advanced analytical mindset with the ability to translate data into action Ability to balance structure with flexibility Experience building performance insights into measurable improvements Bilingual in English and Spanish preferred.

Travel :

This position requires regular travel. Travel frequency and duration will vary based on operational requirements, customer needs, and overall business priorities.

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Physical Demands:

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to sit for long periods of time
• Must be able to bend or stoop as needed for filing purposes
• Must be able to type and use office equipment for long periods of time Equal Employment Opportunity (EEO),

Affirmative Action, and E-Verify Statement:

Integrated Human Capital is an equal opportunity employer committed to fostering diversity and providing employment opportunities to all qualified individuals without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. We actively support affirmative action by encouraging minorities, women, individuals with disabilities, and veterans to apply for positions for which they are qualified. Integrated Human Capital also participates in the E-Verify program to verify the identity and employment eligibility of all newly hired employees in compliance with federal immigration laws. Candidates will be required to provide documentation verifying their identity and authorization to work in the United States. #OVEANA