Workforce Director

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

Job Description:

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

Are you looking for an exciting new challenge? IntouchCX is looking for you!

As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.

We’re hiring a Director of Operations to be involved in all facets of the 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” 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

As Director of Operations, You Have…

• 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

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.