Director of Operations: Scale, Optimize & Deliver

IntouchCX; Las Vegas (NV); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, vision, dental plans

Paid time off

Career growth opportunities

Job summary

IntouchCX, a leading outsourcing company, is seeking a Director of Operations in the United States to drive best practices, staffing, training, and development across all teams. You will focus on ramp-up drives, growth plans, and client satisfaction by meeting SLAs and optimizing internal KPIs.

You should bring 7–9 years in contact center leadership and 5 years in client relationships, with strong communication, analytics, and change-management skills to lead a high-performing organization.

Qualifications

• Post-secondary diploma or degree with a major in Business.
• 7–9 years of experience in contact center leadership.
• 5 years of client relationship management experience.
• Experience analyzing and influencing profit & loss statements.
• Experience with operational statistics and financial reporting.
• Excellent communication and organizational skills.
• Ability to meet KPIs and drive change.

Responsibilities

• Drive best practices in all areas of responsibility.
• Ensure proper planning, staffing, and development across teams.
• Lead ramp-up drives and set growth goals.
• Create action plans for growth, development and client satisfaction.
• Drive performance via client KPIs and financials while meeting SLAs.
• Audit adherence to corporate and client policies and processes.
• Support and promote IntouchCX culture across campuses and partners.
• Motivate teams and build trusting relationships throughout the organization.
• Collaborate with stakeholders to ensure consistency in Operations.
• Maintain accurate reporting and cadence through observations.

Skills

Leadership

Cross-functional

Client relations

Strategic planning

Financial analysis

Communication

Process improvement

Team motivation

Education

Business degree

Job description

IntouchCX, a leading outsourcing company, is seeking a Director of Operations in the United States to drive best practices, staffing, training, and development across all teams. You will focus on ramp-up drives, growth plans, and client satisfaction by meeting SLAs and optimizing internal KPIs.

You should bring 7–9 years in contact center leadership and 5 years in client relationships, with strong communication, analytics, and change-management skills to lead a high-performing organization.