Director of Operations

Job summary

The Director of Operations will oversee all facets of contact center operations, including staffing, training, quality control, and performance optimization. They are responsible for driving best practices, meeting KPIs, and fostering a collaborative culture across campuses.

Job details

About IntouchCX IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change. 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 IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics. IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know. IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels. Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation. Benefits of Working as a Director of Operations… Industry-leading medical, vision, and dental benefit plans + paid time off benefits Amazing career growth opportunities

What you’ll do

The Director of Operations will oversee all facets of contact center operations, including staffing, training, quality control, and performance optimization. They are responsible for driving best practices, meeting KPIs, and fostering a collaborative culture across campuses.

Requirements

Candidates must have a post-secondary diploma or degree in Business and 7-9 years of contact center leadership experience. Proficiency in financial management, P&L analysis, and client relationship management is required.

Benefits

• Medical
• Vision
• Dental
• Paid time off

Listed skills

• Time management · Preferred
• Change Management · Preferred
• Training · Preferred
• Quality Control · Preferred
• Communication · Preferred
• Client Relationship Management · Preferred
• Business development · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Contact center leadership
• Client relationship management
• Profit & loss management
• Cost analysis
• Operational statistics
• Financial management
• Performance optimization
• Strategic planning
• Staffing
• Training
• Quality control
• Business development
• Communication
• Organizational skills
• Time management
• Change management

Job areas

• Management & Leadership
• Customer Service & Support
• Consulting
• Administrative

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