Operations Compliance & Training Specialist (Regional Liaison)

Inside the Role

Operations, Performance & Compliance Specialist supports the oversight of service center performance across multiple regions, including third-party vendor operations in Canada and internal Service Center operations in Mexico. This role combines contact center operations experience with strong analytical skills to support the development, monitoring, and continuous improvement of key performance indicators (KPIs), service levels, and compliance standards. The position partners with U.S. leadership and international teams to help drive consistent execution, performance visibility, and operational improvement across service channels.

Posting Information

We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.

Pay & Benefits

• Pay Offered Dependent On Knowledge, Skills, And experience
• Benefits include annual bonus program; 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age; starting at 4 weeks paid vacation; 15 calendar holidays; 8 weeks paid parental leave; employee assistance program; comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off; short-term and long-term disability plans.

What You Drive At DTFS

Service Center Operations & Performance Support
- Support performance monitoring across multi-site service center operations, including internal and vendor-managed teams
- Help establish and track KPIs and SLAs (e.g., service levels, average handle time, quality, productivity, compliance, customer experience)
- Ensure KPI reporting is applied consistently across regions to promote visibility and accountability
- Partner with site leaders to identify performance trends and support improvement efforts

Data Analytics & Performance Reporting
- Develop and maintain reporting and dashboards to track service center KPIs and performance metrics
- Analyze operational data to identify trends, risks, and opportunities across Canada and Mexico service centers
- Translate data into clear, actionable insights to support decision-making and performance improvements
- Provide regular, structured updates to North America leadership on operational performance

Process Integration & Service Transition
- Support coordination of process transitions across service centers (e.g., Canada to Mexico Service Center)
- Assist in documenting and maintaining standard operating procedures (SOPs) to ensure consistency
- Partner with cross-functional teams (Operations, IT, Risk, Compliance) to support process improvements and integration activities
- Contribute to continuous improvement initiatives focused on efficiency and consistency

Compliance & Quality Assurance
- Support adherence to regulatory requirements, including Canadian compliance standards (e.g., PIPEDA, provincial regulations)
- Monitor quality assurance processes within the contact center environment
- Assist with audits (remote and in-person) to ensure adherence to processes and standards
- Partner with training teams to help ensure materials align with operational needs and quality expectations

Cross-Regional Coordination
- Act as a point of contact between U.S. leadership and international service center teams
- Support coordination across regions and time zones to ensure alignment on priorities and expectations
- Build strong working relationships to support consistent execution and performance outcomes

Knowledge You Should Bring

• Education: Bachelor’s Degree (MBA, Management, or related field preferred)
• Experience: ~3–5 years of experience in contact center or service center operations, analytics, or related environments
  - Experience supporting KPI tracking, reporting, or operational performance management
  - Technical Skills: Strong data analysis and reporting skills (Excel, Power BI, or similar tools)
  - Ability to interpret data and support actionable recommendations
  - Subject Matter Knowledge: Foundational understanding of service center operations and performance metrics preferred
• Communication: Strong verbal and written communication skills with the ability to work across teams and geographies
  - Experience working with global teams; Spanish language skills preferred but not required

Core Competencies

• Operational Awareness: Understanding of service center workflows and performance drivers
• Analytical Thinking: Uses data to identify trends and support decision-making
• Accountability: Takes ownership of assigned deliverables and follows through on commitments
• Continuous Improvement Mindset: Contributes to process enhancements and operational improvements
• Collaboration: Works effectively across teams and regions
• Self-Management: Able to manage priorities across multiple stakeholders and time zones

Where We Work

This position is open to applicants who can work in (or relocate to) the following location(s)- Charlotte, NC US, Fort Mill, SC US.

Schedule Type

Schedule Type: Hybrid (4 days per week in-office / 1 day remote).