Operations Director: Growth, Strategy & Team Leadership

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

Job summary

IntouchCX is seeking a Director of Operations to lead multi-team contact center operations across hiring, training, quality control, reporting and client services. The role focuses on driving best practices, staffing, development, and performance optimization to deliver outstanding results.

The ideal candidate has extensive experience in contact center leadership, strong financial acumen, and a proven ability to manage client relationships and achieve KPIs and SLAs.

Qualifications

• Must have post-secondary degree or diploma with a major in Business.
• Experience in leading cross-functional contact center teams.
• Strong ability to analyze profit & loss and perform cost analysis.

Responsibilities

• Drive best practices across all areas of responsibility.
• Ensure proper planning, staffing, and development across teams.
• Lead ramp-up initiatives and set goals.
• Create action plans for growth, client satisfaction and business development.
• Optimize performance through client KPIs and financials while meeting SLAs.

Skills

Leadership

Client relationships

Profit & loss analysis

Financial reporting

Communication skills

Organizational skills

Time management

Change management

Innovation

Education

Business degree or diploma

Job description

IntouchCX is seeking a Director of Operations to lead multi-team contact center operations across hiring, training, quality control, reporting and client services. The role focuses on driving best practices, staffing, development, and performance optimization to deliver outstanding results.

The ideal candidate has extensive experience in contact center leadership, strong financial acumen, and a proven ability to manage client relationships and achieve KPIs and SLAs.