Executive VP of Operations – Contact Center Excellence

IntouchCX; Winnipeg; On-site; CAD 150,000 - 200,000; Full time

Job summary

IntouchCX seeks a Vice President of Operations to lead our campuses, overseeing hiring, training, quality control, reporting and client services. A leader who collaborates with global teams to support multiple client accounts is essential.

The ideal candidate brings 10+ years in senior contact center leadership with full P&L responsibility, plus strong communication, analytical, and strategic-management skills to drive margins and enterprise value.

Qualifications

• 10+ years contact center leadership with P&L
• High school diploma or equivalent
• Postsecondary education preferred
• BPO experience required
• Proficient in Microsoft Office
• Google Suite experience desired
• Strong verbal and written communication
• Strategic and tactical management skills
• Analytical and problem-solving skills
• Results-driven and growth-focused

Responsibilities

• Collaborate with leaders to develop and implement strategic plans
• Drive service delivery performance against KPIs and financials
• Audit operations for policy adherence, client requirements
• Foster culture and develop campus teams
• Partner across the organization for operational consistency
• Initiate improvements to margins and enterprise value
• Build and mentor a world-class operations team
• Drive best practices across all areas of responsibility
• Maintain auditing cadence with reports and observations
• Motivate teams and build trusting relationships
• Collaborate with Workforce Optimization to meet staffing needs

Skills

Leadership

Strategic planning

Performance management

Communication skills

Analytical mindset

Problem solving

Education

High school diploma

Postsecondary education

Tools

Microsoft Office

Google Suite

Job description

IntouchCX seeks a Vice President of Operations to lead our campuses, overseeing hiring, training, quality control, reporting and client services. A leader who collaborates with global teams to support multiple client accounts is essential.

The ideal candidate brings 10+ years in senior contact center leadership with full P&L responsibility, plus strong communication, analytical, and strategic-management skills to drive margins and enterprise value.