Director of Operations

Mesa, AZ, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $90,000.00 - $115,000.00

Work Schedule

Standard Hours

Benefits

Medical insurance

Vision Insurance

Dental Insurance

Paid Time Off

sick leave

Career growth opportunities

Job Description

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. With over 20 years of experience, IntouchCX has established itself as a disruptive industry leader by fostering trusted long-term relationships with brand partners and empowering their people to drive positive change. Known for its culture of curiosity, creativity, and innovation, the company delivers exceptional results by fully immersing in clients' worlds and continuously scaling with soul. IntouchCX is recognized for redefining the standards of excellence in the business process outsourcing (BPO) industry and remains committed to advancing technology-driven solutions to meet evolving customer needs.
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Job Requirements

Post-secondary diploma or degree with a major in business
Seven to nine years of experience in contact center leadership including managing cross-functional teams
Five years of relevant experience in client relationship management
Experience analyzing and influencing profit and loss statements and performing cost analysis
Experience maintaining and developing operational statistics, financial management information and results reporting
Excellent communication skills including listening, verbal and written communication
Excellent organizational and time management skills able to work under tight deadlines
Ability and motivation to meet program and internal business KPIs
Ability to implement change and innovation throughout teams

Job Qualifications

Post-secondary diploma or degree with a major in business
Seven to nine years of experience in contact center leadership including managing cross-functional teams
Five years of relevant experience in client relationship management
Experience analyzing and influencing profit and loss statements and performing cost analysis
Experience maintaining and developing operational statistics, financial management information and results reporting
Excellent communication skills including listening, verbal and written communication
Excellent organizational and time management skills able to work under tight deadlines
Ability and motivation to meet program and internal business KPIs
Ability to implement change and innovation throughout teams

Job Duties

Drive best practices in all areas of responsibility
Ensure proper planning, staffing, training and development 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

Job Criteria

Experience

Expert Level (7+ years)

Job Location

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