Director of Operations, Contact Center Leader

IntouchCX; Metro Manila; On-site; PHP 1,800,000 - 3,600,000; Full time

Job summary

IntouchCX is seeking a Director of Operations to oversee all facets of contact center operations, including hiring, training, quality control, reporting, and performance optimization across teams and partners. The ideal leader will drive best practices and have a track record of delivering exceptional results.

The role emphasizes planning, staffing, development, and achieving client satisfaction while maintaining SLA quality. A strong vision for culture and continuous improvement is essential.

Qualifications

• 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.
• Excellent communication and organizational skills with the ability to meet tight deadlines.
• Ability to implement change and drive continuous improvement.

Responsibilities

• Drive best practices in all areas of responsibility.
• Ensure proper planning, staffing, training and development across all teams.
• Lead ramp-up drives and goals.
• Create action plans for growth, development, client satisfaction.
• Drive results through KPIs and financials while meeting SLAs with quality.
• Audit adherence to corporate policies and processes, while honoring client-specific policies & processes.
• Support IntouchCX culture across campuses and with partner cultures.
• Motivate teams and build trusted relationships throughout the organization.
• Develop and execute motivational incentives on the floor.
• Partner with stakeholders to ensure consistency within Operations.
• Maintain auditing cadence through reporting and observations.
• Collaborate with Operations Workforce Optimization to meet staffing requirements.

Skills

Contact center leadership

Cross-functional teams

Client relationship management

Budget & cost analysis

KPIs & performance metrics

Education

Business degree

Job description

IntouchCX is seeking a Director of Operations to oversee all facets of contact center operations, including hiring, training, quality control, reporting, and performance optimization across teams and partners. The ideal leader will drive best practices and have a track record of delivering exceptional results.

The role emphasizes planning, staffing, development, and achieving client satisfaction while maintaining SLA quality. A strong vision for culture and continuous improvement is essential.