Job Overview
Compensation
Salary
Range $100,000.00 - $120,000.00
Benefits
Medical insurance
Vision Insurance
Dental Insurance
Paid Time Off
sick leave
Career growth opportunities
Job Description
IntouchCX is a global leader specializing in digital customer experience management, back office processing, trust and safety solutions, and AI services. With over 25 years of industry experience, IntouchCX has established itself as a trusted outsourcing partner for businesses around the world. The company is dedicated to fostering long-term relationships that empower its employees and clients alike to drive positive changes in their industries. IntouchCX operates as a Business Process Outsourcing (BPO) company, delivering solutions that help businesses improve customer interactions and operational efficiency while integrating cutting-edge AI technology.
The company culture at IntouchCX encourages a bold, competitive mindset that promotes excellence both within the organization and across the BPO industry. Employees are motivated to innovate, drive performance, and continuously grow their skill sets in a dynamic, fast-paced environment.
In the role of Director of Operations, IntouchCX offers an exciting leadership opportunity for candidates who are ready to take on the challenge of managing comprehensive contact center operations. This full-time position involves overseeing key functions such as hiring, training, quality control, reporting, performance optimization, and managing partner services across multiple teams and projects. The Director of Operations will be responsible for implementing best practices, ensuring effective staffing plans, and motivating teams to meet ramp-up goals and service level agreements (SLAs) with superior quality and client satisfaction.
This leadership role requires a visionary manager who can create strategic action plans to drive business development and continuous improvement. The Director will engage in close collaboration with stakeholders to maintain consistency in operations, enforce corporate and client-specific policies, and inspire teams to perform at their best within a positive and inclusive work culture. Through auditing, reporting, and ongoing communication, the Director of Operations will ensure operational efficiency aligns with financial goals and company KPIs.
IntouchCX values diversity and inclusion, supporting equal employment opportunities regardless of gender identity, race, religion, or other protected characteristics. The company also provides accommodations for applicants and employees with disabilities, emphasizing a supportive environment for all staff members.
This role offers attractive benefits such as industry-leading medical, vision, and dental plans, paid time off, and numerous career advancement opportunities. If you are an accomplished contact center leader with a passion for driving operational excellence and fostering team success, IntouchCX invites you to join their team and contribute to their ongoing growth and innovation.
The company culture at IntouchCX encourages a bold, competitive mindset that promotes excellence both within the organization and across the BPO industry. Employees are motivated to innovate, drive performance, and continuously grow their skill sets in a dynamic, fast-paced environment.
In the role of Director of Operations, IntouchCX offers an exciting leadership opportunity for candidates who are ready to take on the challenge of managing comprehensive contact center operations. This full-time position involves overseeing key functions such as hiring, training, quality control, reporting, performance optimization, and managing partner services across multiple teams and projects. The Director of Operations will be responsible for implementing best practices, ensuring effective staffing plans, and motivating teams to meet ramp-up goals and service level agreements (SLAs) with superior quality and client satisfaction.
This leadership role requires a visionary manager who can create strategic action plans to drive business development and continuous improvement. The Director will engage in close collaboration with stakeholders to maintain consistency in operations, enforce corporate and client-specific policies, and inspire teams to perform at their best within a positive and inclusive work culture. Through auditing, reporting, and ongoing communication, the Director of Operations will ensure operational efficiency aligns with financial goals and company KPIs.
IntouchCX values diversity and inclusion, supporting equal employment opportunities regardless of gender identity, race, religion, or other protected characteristics. The company also provides accommodations for applicants and employees with disabilities, emphasizing a supportive environment for all staff members.
This role offers attractive benefits such as industry-leading medical, vision, and dental plans, paid time off, and numerous career advancement opportunities. If you are an accomplished contact center leader with a passion for driving operational excellence and fostering team success, IntouchCX invites you to join their team and contribute to their ongoing growth and innovation.
Job Requirements
- Post-secondary diploma or degree with a major in business
- 7 to 9 years of experience in contact center leadership including managing cross-functional teams
- 5 years of relevant experience in client relationship management
- experience in analyzing and influencing profit and loss statements and performing cost analysis
- experience with 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
- 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
- 7 to 9 years of experience in contact center leadership including managing cross-functional teams
- 5 years of relevant experience in client relationship management
- experience in analyzing and influencing profit and loss statements and performing cost analysis
- experience with 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
- 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 is achieved across all teams
- be responsible for ramp-up drives and goals
- create action plans for continuous growth, 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 campuses while 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
Mid Level (3-7 years)
Job Location
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