Director of Operations

IntouchCX; Mesa (AZ); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical benefits

Vision benefits

Dental benefits

Paid time off

Sick leave opportunities

Career growth opportunities

Job summary

IntouchCX in Mesa, AZ is seeking a Director of Operations to lead end-to-end contact center activities, including staffing, training, quality control and reporting. This role requires a bold, results-driven leader who can drive performance and client satisfaction.

The ideal candidate will have 7–9 years of contact center leadership and 5 years in client relationships, with strong cost analysis and KPI management skills.

Qualifications

• Post-secondary diploma or degree in Business.
• 7–9 years of contact center leadership experience.
• 5 years of client relationship management experience.
• Experience in analyzing cost/profit and financial reporting.
• Strong communication and organizational skills under tight deadlines.
• Ability to meet program and internal business KPIs and implement change.

Responsibilities

• Drive best practices across all areas of responsibility.
• Plan staffing, training and development across all teams.
• Lead ramp-up drives and goals.
• Create action plans for growth, business development and client satisfaction.
• Meet client SLAs with optimal quality and service while optimizing performance.
• Audit adherence to corporate policies and processes.
• Foster IntouchCX culture and integrate partner culture.
• Motivate teams and build trust throughout the organization.
• Develop and execute motivational incentives on the floor.
• Collaborate with stakeholders to ensure consistency within Operations.
• Maintain auditing cadence through reporting and observations.
• Work with Operations Workforce Optimization to deliver staffing.

Skills

Leadership

Strategic planning

Communication

People management

Client relationships

Cost analysis

Operations reporting

KPI management

Team development

Education

Business degree

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.

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 is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.

Benefits of Working as a Director of Operations…

• Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)
• Amazing career growth opportunities