Director of Operations

IntouchCX; Calgary; On-site; CAD 120,000 - 180,000; Full time

Job summary

IntouchCX is seeking a Director of Operations in Calgary to lead multi-site contact center operations. You will drive best practices, plan staffing and development, and manage ramp-ups to achieve goals while ensuring client satisfaction and SLA adherence.

You will influence profit and loss, maintain operational statistics, and report on performance with strong communication across departments.

Qualifications

• Post-secondary diploma or degree in Business or related field.
• 7–9 years in contact center leadership with cross-functional teams.
• 5 years in client relationship management.
• Experience analyzing P&L and cost analysis.
• Strong communication and organizational skills.

Responsibilities

• Drive best practices across all areas of responsibility.
• Plan staffing, training and development across teams.
• Lead ramp-up drives and set goals.
• Create action plans for growth and client satisfaction.
• Manage performance using client KPIs and financials while meeting SLAs.

Skills

Leadership

Client relationship mgmt

Cost analysis

KPIs and reporting

Communication skills

Time management

Staff development

Education

Post-secondary degree or diploma in Business

Job description

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 the 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…

• 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 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 & 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

As Director of Operations, You Have…

• Post-secondary diploma or degree with a major in Business
• 7 - 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/influencing profit & loss statements and performing cost analysis
• Experience with maintaining and developing operational statistics, financial management information and results reporting
• Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments
• Excellent organizational and time management skills with the ability to work under tight deadlines
• The ability and motivation to meet program and internal business KPIs
• The ability to implement change and innovation throughout teams