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.
IntouchCX is currently seeking a Director of Operations to join their dynamic team. This role is designed for a fearless and driven leader ready to take on an exciting challenge by overseeing all facets of contact center operations. As a Director of Operations, you will be deeply involved in the strategic and tactical management of hiring, training, quality control, reporting, performance optimization, and partner services. This leadership position requires a bold individual who can set the bar for excellence both internally and within the BPO industry. You will be responsible for driving operational best practices, ensuring effective planning and development across teams, leading ramp-up drives and goals, and creating continuous improvement initiatives that contribute to business development and client satisfaction.
The Director of Operations is also charged with driving results using client-specific key performance indicators (KPIs) and financial metrics, ensuring that service level agreements (SLAs) are consistently met without compromising quality and service standards. Additionally, this role demands strict adherence and auditing of corporate policies and client-specific processes while simultaneously nurturing the IntouchCX culture alongside the partner culture within various campuses and teams. A key part of the role is motivating and inspiring teams, building trusting relationships across the organization, and implementing motivational incentives on the floor. Collaborative work with stakeholders across the organization is essential to maintain consistency in operations, along with a close auditing cadence through reporting, observations, and personal engagement. Working directly with Operations Workforce Optimization teams to meet client staffing requirements completes the broad spectrum of responsibilities held by the Director of Operations at IntouchCX.
IntouchCX offers an inclusive workplace that promotes diversity and equality, ensuring all qualified applicants receive fair consideration without discrimination based on gender, race, religion, age, disability, or other protected characteristics. The company also provides reasonable accommodations for employees with disabilities in compliance with legal obligations, creating a supportive and accessible work environment. This commitment to employee well-being, combined with the exciting challenges and leadership opportunities, makes the Director of Operations role at IntouchCX an excellent opportunity for experienced professionals seeking to advance their careers in a global leader empathetic to innovation and customer focus.
IntouchCX is currently seeking a Director of Operations to join their dynamic team. This role is designed for a fearless and driven leader ready to take on an exciting challenge by overseeing all facets of contact center operations. As a Director of Operations, you will be deeply involved in the strategic and tactical management of hiring, training, quality control, reporting, performance optimization, and partner services. This leadership position requires a bold individual who can set the bar for excellence both internally and within the BPO industry. You will be responsible for driving operational best practices, ensuring effective planning and development across teams, leading ramp-up drives and goals, and creating continuous improvement initiatives that contribute to business development and client satisfaction.
The Director of Operations is also charged with driving results using client-specific key performance indicators (KPIs) and financial metrics, ensuring that service level agreements (SLAs) are consistently met without compromising quality and service standards. Additionally, this role demands strict adherence and auditing of corporate policies and client-specific processes while simultaneously nurturing the IntouchCX culture alongside the partner culture within various campuses and teams. A key part of the role is motivating and inspiring teams, building trusting relationships across the organization, and implementing motivational incentives on the floor. Collaborative work with stakeholders across the organization is essential to maintain consistency in operations, along with a close auditing cadence through reporting, observations, and personal engagement. Working directly with Operations Workforce Optimization teams to meet client staffing requirements completes the broad spectrum of responsibilities held by the Director of Operations at IntouchCX.
IntouchCX offers an inclusive workplace that promotes diversity and equality, ensuring all qualified applicants receive fair consideration without discrimination based on gender, race, religion, age, disability, or other protected characteristics. The company also provides reasonable accommodations for employees with disabilities in compliance with legal obligations, creating a supportive and accessible work environment. This commitment to employee well-being, combined with the exciting challenges and leadership opportunities, makes the Director of Operations role at IntouchCX an excellent opportunity for experienced professionals seeking to advance their careers in a global leader empathetic to innovation and customer focus.
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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