Director of Operations

About the Job

Are you looking for an exciting new challenge? IntouchCX is looking for you!

As one of the world s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.

We re hiring a Director of Operations to be involved in all facets of the contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.

As Director of Operations, You Will

• Drive best practices in all areas of responsibility

• Ensure proper planning, staffing, training and development is achieved across all teams

• Be responsible for ramp-up drives and goals

• Create action plans for continuous growth and improvement, business development and client satisfaction

• Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service

• Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies & processes

• Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture

• Motivate and inspire teams, while building trusting relationships throughout the organization

• Develop and execute motivational incentives on the floor

• Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations

• Maintain close auditing cadence through reporting, observations and personal contact

• Work directly with Operations Workforce Optimization teams to deliver client staffing requirements

As Director of Operations, You Have

• Post-secondary diploma or degree with a major in Business

• 7 - 9 years of experience in contact center leadership, including managing cross-functional teams

• 5 years of relevant experience in client relationship management

• Experience in analyzing/influencing profit & loss statements and performing cost analysis

• Experience with maintaining and developing operational statistics, financial management information and results reporting

• Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments

• Excellent organizational and time management skills with the ability to work under tight deadlines

• The ability and motivation to meet program and internal business KPIs

• The ability to implement change and innovation throughout teams