Vice President of Operations

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

About the Job

IntouchCX is seeking a Vice President of Operations to be the face of our campuses, including hiring, training, quality control, reporting and client services. We’re looking for a leader who can collaborate with our global leadership teams to provide support and guidance to multiple client accounts.

The ideal candidate will have a performance-driven mindset and a passion for delivering extraordinary results for our clients. Experience managing a contact center with large call and interaction volumes is an asset.

As Vice President of Operations, You Will…

• 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
• Direct and audit to ensure adherence to corporate policies and processes, while honoring client-specific policies & processes
• Support and drive the IntouchCX culture within their teams and at our campuses
• Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations
• Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value
• Build and develop a world class Operations team, including: providing mentoring, rigorous training, development planning for team members, as well as succession planning
• Drive best practices in all areas of responsibility
• Maintain close auditing cadence through reporting, observations, and personal contact
• Motivate and inspire teams, while building trusting relationships throughout the organization
• Work directly with Operations Workforce Optimization teams to deliver client staffing requirements

As Vice President of Operations, You Have…

• 10+ years of contact center experience in a senior leadership role with full P&L responsibility
• High school diploma or equivalent required
• Completion of postsecondary education preferred
• Previous experience in business process outsourcing is required
• Proficient in the use of Microsoft Office
• Experience with the Google Suite of products is desired
• Strong verbal and written communication skills
• Proven tactical and strategic management skills
• Strong analytical, problem solving and decision making skills
• Results driven, able to focus on organizational growth and financial performance
• Ability to be creative, transparent and adaptive in a constantly changing environment