Engagement Supervisor - (Jamaica)

Engagement Supervisor

The Supervisor, Engagement & Performance is responsible for leading the Engagement Ambassador function across all Jamaica operations, ensuring employee engagement activities are strategically executed to drive measurable improvements in client and operational KPIs. This role oversees the planning, execution, and effectiveness of engagement programs, coaching a team of Engagement Ambassadors while partnering with Operations, Training, Quality, Workforce Management, and Human Resources to improve performance, attendance, quality, sales, retention, and employee experience.

The Supervisor serves as the primary engagement leader for Jamaica, translating business goals into engagement strategies that directly influence operational outcomes. This position reports directly to the Global Vice President of Customer Experience (GVP CX) with a dotted-line reporting relationship to the Global Engagement Lead.

Experience

• Minimum 1-3 years of leadership experience in a contact center environment.
• Minimum 1 years 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 employee engagement and coaching strategies.

Knowledge, Skills & Abilities

• 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.
• Creative thinker with a passion for employee engagement and culture initiatives.
• Strong analytical mindset with the ability to connect employee behaviors to business outcomes.
• Results-driven with demonstrated problem-solving ability.