Head of Contact Center Operations & Growth

IntouchCX; Hinatuan; On-site; PHP 1,500,000 - 2,100,000; 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, performance optimization and partner services. This role requires a fearless leader with a drive to deliver extraordinary results.

Ideal candidate holds a post-secondary degree in Business with 7–9 years of contact center leadership experience and at least 5 years in client relationship management.

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.

Responsibilities

• Drive best practices in all areas of responsibility across operations.
• Ensure proper planning, staffing, training and development across all teams.
• Be responsible for ramp-up drives and goals.
• Create action plans for continuous growth, business development and client satisfaction.
• Drive results and performance optimization through client KPIs and financials, while ensuring SLAs with quality and service.
• Audit adherence to corporate policies and client-specific policies & processes.

Skills

Leadership

Cross-functional leadership

Client relationship management

Profit & loss analysis

Financial analysis

KPI management

Communication

Organizational skills

Change management

Education

Post-secondary degree in Business

Job description

IntouchCX is seeking a Director of Operations to oversee all facets of contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. This role requires a fearless leader with a drive to deliver extraordinary results.

Ideal candidate holds a post-secondary degree in Business with 7–9 years of contact center leadership experience and at least 5 years in client relationship management.