Director of Operations

IntouchCX; Calgary; On-site; CAD 110,000 - 150,000; Full time

Benefits offered by this job

Medical benefits

Vision benefits

Dental benefits

Paid time off

Job summary

IntouchCX in Calgary, Alberta, is seeking a Director of Operations to lead contact center operations, including staffing, training, quality control, reporting, and client services. You will drive performance, optimize processes, and align with client KPIs and SLAs.

The ideal candidate has a post-secondary degree in Business, 7–9 years in contact center leadership and 5+ years in client relationships, with strong analytical and communication skills.

Qualifications

• Post-secondary diploma or degree with a major in Business.
• 7-9 years of experience in contact center leadership.
• 5+ years in client relationship management.
• Experience analyzing and influencing profit & loss statements and cost analysis.
• Experience maintaining and developing operational statistics, financial information and results reporting.
• Excellent communication skills (written and spoken).
• Excellent organizational and time management skills.
• Ability to meet program and internal KPIs.
• Ability to implement change and innovation.

Responsibilities

• Drive best practices in all areas of responsibility.
• Oversee staffing, training and development across teams.
• Lead ramp-up drives and achieve goals.
• Create action plans for growth and client satisfaction.
• Optimize performance through client KPIs and financials while meeting SLAs.
• Audit adherence to policies and processes.
• Support and integrate culture across campuses and partner sites.
• Motivate and inspire teams and build trust.
• Collaborate with stakeholders to ensure operational consistency.
• Maintain auditing cadence through reporting and observations.
• Work with Workforce Optimization to deliver staffing requirements.

Skills

Leadership

Communication

Time management

Analytical thinking

Education

Business degree

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we've scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we've scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

Benefits of Working as a Director of Operations…

• Industry-leading medical, vision, and dental benefit plans + paid time off benefits
• Amazing career growth opportunities