Director of Operations — Lead Contact Center Excellence

IntouchCX; Hinatuan; Vor Ort; PHP 1.800.000 - 3.200.000; Vollzeit

Zusammenfassung

IntouchCX is seeking a Director of Operations to lead all facets of 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, ensure proper planning and development across teams, and manage ramp-up drives, growth plans and client satisfaction.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Contact center leadership

Client relationship mgmt

Profit & loss analysis

Financial reporting

Communication skills

Organizational skills

Time management

Change and innovation

Ausbildung

Post-secondary diploma or degree in Business

Jobbeschreibung

IntouchCX is seeking a Director of Operations to lead all facets of 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, ensure proper planning and development across teams, and manage ramp-up drives, growth plans and client satisfaction.