Director of Operations

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 the 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. Director of Operations 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 and 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 Director of Operations Qualifications 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 analyzing and influencing profit & loss statements and performing cost analysis Experience 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 Ability and motivation to meet program and internal business KPIs Ability to implement change and innovation throughout teams Benefits Industry-leading medical, vision, and dental benefit plans (paid by the employee) and paid time off and sick time leave benefits (where applicable by legislation) Amazing career growth opportunities IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the recruiting department and/or the human resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law. #J-18808-Ljbffr