Director of Operations

About the role

IntouchCX is seeking 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.

Responsibilities

• 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

Requirements

• 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

Skills

• 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

Benefits

• Industry-leading medical, vision, and dental benefit plans (paid by the employee)
• Paid time off and sick time leave benefits (where applicable by legislation)
• Amazing career growth opportunities