Head of Operations & Business Management

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.

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. Director of Operations Responsibilities

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

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

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

Ability and motivation to meet program and internal business KPIs

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

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.

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