Engagement Supervisor (Jamaica)

About the role

itel is looking for an Engagement Supervisor in Jamaica to lead the Engagement Ambassador function across all its Jamaica operations. The supervisor ensures engagement activities are executed strategically so that client and operational KPIs improve measurably. The role reports directly to the Global Vice President of Customer Experience, with a dotted-line link to the Global Engagement Lead.

Key responsibilities

• Lead the Engagement Ambassador function and oversee the planning, execution and effectiveness of engagement programs.
• Coach a team of Engagement Ambassadors.
• Partner with Operations, Training, Quality, Workforce Management and Human Resources to improve performance, attendance, quality, sales, retention and employee experience.
• Translate business goals into engagement strategies that influence operational outcomes.

Required profile

• Minimum 1-3 years of leadership experience in a contact center environment.
• At least 1 year leading employee engagement, culture, operations, quality, training, workforce management or performance improvement initiatives.
• Experience managing multiple teams or sites preferred.
• Proven success improving operational KPIs through engagement and coaching strategies.

Required skills

• Strong understanding of contact center operations and key performance metrics.
• Exceptional facilitation and presentation skills.
• Ability to influence without direct authority.
• Strong organizational and project management capabilities.
• Comfortable managing multiple priorities in a fast-paced environment.
• Analytical mindset connecting employee behavior to business results, with strong problem-solving ability.