Program Manager – Car Rental Operations (WFO, Belize City)

Program management in a high-volume customer support environment demands equal parts operational discipline, client relationship management, and people leadership. Fusion CX is hiring a Program Manager in Belize City to own end-to-end delivery of a car rental support campaign — driving performance, managing client expectations, and leading the operational team toward consistent, measurable results. For experienced operations professionals exploring program manager jobs in Belize or senior BPO management roles in Belize City, this position offers genuine accountability and strategic scope.

Job Description:

About the Role

You will oversee the full operational delivery of a car rental customer support campaign, serving as the primary point of accountability for performance, compliance, client communication, and team development. The role requires strong leadership, analytical capability, and a hands-on approach to driving operational excellence across inbound and outbound support functions.

Key Responsibilities

• Own end-to-end operational delivery of the car rental support campaign, including inbound and outbound customer service and soft sales functions.
• Serve as the primary client contact — managing day-to-day communication, reporting, escalations, and relationship management.
• Monitor and drive campaign KPIs, including quality scores, conversion rates, productivity, attendance, and customer satisfaction.
• Lead, coach, and develop team leaders and frontline agents to achieve individual and campaign performance targets.
• Analyze operational data to identify performance trends, root causes, and improvement opportunities.
• Oversee hiring, onboarding, and training coordination in partnership with Talent Acquisition and Learning & Development teams.
• Ensure full compliance with campaign scripts, data security requirements, and operational SOPs.
• Prepare and present weekly and monthly performance reports to internal and client stakeholders.
• Drive continuous improvement initiatives to enhance efficiency, quality, and customer experience outcomes.
• Manage workforce planning, scheduling, and resource allocation in line with campaign requirements.

Responsibilities may evolve based on operational requirements.

Job Requirements:

Experience & Skills

• Minimum 3–5 years of experience in operations management or program management within a BPO or contact center environment.
• Background in sales and customer service operations is required.
• Proven track record of managing client relationships and delivering campaign performance targets.
• Strong people leadership skills with experience managing team leaders and frontline agents.
• Analytical mindset with the ability to interpret performance data and drive corrective action.
• Excellent stakeholder communication and presentation skills.
• Proficiency in Microsoft Office and reporting tools.

Language & Communication Requirements

• Excellent verbal and written communication skills in English required.

Other Requirements

• Candidates must be eligible to work in Belize.

Work Mode & Location

• Work Mode: WFO
• Location: Belize City, Belize

Why Join Fusion CX?

Fusion CX Belize City is growing — and Program Managers here carry real influence over campaign direction, team culture, and client outcomes within a dynamic, expanding operation. You will work closely with senior leadership, manage a meaningful portfolio of responsibilities, and contribute directly to Fusion CX’s growth across Central America. For professionals seeking program manager jobs in Belize City or senior BPO operations roles in Belize with genuine leadership scope and career progression, this is a strong platform to grow with Fusion CX. Apply now and take the next step with Fusion CX.