Director Of Operations Jobs

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

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 our 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…

• Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations
• Develop and execute motivational incentives on the floor
• Drive “best practices” in all areas of responsibility
• Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies & processes
• Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service
• Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture
• Maintain close auditing cadence through reporting, observations and personal contact
• Be responsible for ramp-up drives and goals
• Work directly with Operations Workforce Optimization teams to deliver client staffing requirements
• Ensure proper planning, staffing, training and development is achieved across all teams
• Motivate and inspire teams, while building trusting relationships throughout the organization
• Create action plans for continuous growth and improvement, business development and client satisfaction

Requirements

As Director of Operations, You Have…

• 7 - 9 years of experience in contact center leadership, including managing cross-functional teams
• Experience with 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
• Experience in analyzing/influencing profit & loss statements and performing cost analysis
• The ability and motivation to meet program and internal business KPIs
• 5 years of relevant experience in client relationship management
• Post-secondary diploma or degree with a major in Business
• The ability to implement change and innovation throughout teams
• Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments

Ready to apply? Submit your application and one of our recruiters will reach out via email/phone/text to learn more about you and connect you to this exciting opportunity!

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, arrest and conviction records, or any other characteristic protected by law. IntouchCX will comply with all local fair chance ordinances.”

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.

By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship. Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

U.S Department of Labor Posters

Benefits

Benefits of Working as a Director of Operations…

• 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
• Competitive salary ranges from $90,000 - $110,000 USD (dependent on experience, certifications, and portfolio)