Strategic Operations Director - Contact Center Excellence

IntouchCX; Manila; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

IntouchCX is seeking a Senior Director of Operations to lead all facets of contact center operations, including hiring, training, quality control, reporting and client services. The ideal candidate has a proven track record managing high-volume centers and driving margin improvements.

Responsibilities include promoting a strong company culture, cross-functional collaboration, strategic planning, and delivering results against KPIs and financial targets across multiple campuses.

Qualifications

• Minimum 7–9 years of contact center senior leadership experience with cross-functional teams and full P&L responsibility.
• Experience in business process outsourcing is required.
• 5 years of client relationship management experience.
• Experience in analyzing and influencing P&L statements and performing cost analysis.
• Excellent communication skills.
• Excellent organizational and time management skills.
• Ability to handle multiple priorities simultaneously.
• Experience with maintaining and developing operational statistics, financial management information, and results reporting.
• Proven tactical and strategic management skills.

Responsibilities

• Drive initiatives resulting in positive improvements in margins and enterprise value.
• Motivate and inspire teams, building trusting relationships across the organization.
• Address attrition through focus groups and open communication with site employees.
• Collaborate with departments to develop and implement strategic plans.
• Manage and drive results for Service Delivery Operations and keep internal KPIs and financials on track.
• Develop and execute incentives to support site retention goals.
• Support and drive the company culture within the team across campuses.
• Partner with stakeholders to ensure consistency within operations.
• Maintain auditing cadence through reporting, observations, and direct engagement.

Education

Business degree

Job description

IntouchCX is seeking a Senior Director of Operations to lead all facets of contact center operations, including hiring, training, quality control, reporting and client services. The ideal candidate has a proven track record managing high-volume centers and driving margin improvements.

Responsibilities include promoting a strong company culture, cross-functional collaboration, strategic planning, and delivering results against KPIs and financial targets across multiple campuses.