Senior Director of Operations

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

We are seeking a leader who has the vision, experience, and passion to contribute to our culture and deliver extraordinary results for our clients.

The Senior Director of Operations will be involved in all facets of contact center operations, including hiring, training, quality control, reporting and client services. The ideal candidate is a performance-driven individual with experience managing a contact center with large call/interaction volumes.

As Senior Director of Operations, You Will…

• Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value
• Motivate and inspires teams, while building trusting relationships throughout the organization
• Address attrition driven issues, through continuous focus groups, communication outlets with all site employees
• Collaborate with various departments and leaders in the development and implementation of strategic plans
• Manage and drive results for Service Delivery Operations and performance optimization through client specific internal KPIs and financials
• Develop and execute motivational incentives (Employee Experience) to assist in site retention goals
• Support and drive the IntouchCX culture within the team at our campuses
• 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

Requirements

As Senior Director of Operations, You Have…

• Minimum 9+ years of contact center senior leadership experience, with cross-functional teams/groups and full P&L responsibility
• Previous experience in business process outsourcing is required
• Post-secondary diploma or degree with a major in Business
• 5 years of client relationship management
• Experience in analyzing and influencing P&L statements and performing cost analysis
• Excellent communication skills; listening, verbal and written
• Excellent organizational and time management skills
• Client relationship management experience
• Ability to handle multiple priorities simultaneously
• Experience with maintaining and developing operational statistics, financial management information, and results reporting
• Proven tactical and strategic management skills
• Ability to take initiative, make decisions and propose strategies and solutions
• Demonstrated ability to work autonomously as well as with leaders, peers, and clients in other countries
• Ability to meet program KPIs and internal business KPIs (abs, attrition, etc)

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.