Senior Operations Director - CX & Process Improvement

VXI Global Solutions; Charlotte (NC); On-site; CAD 152,000 - 221,000; Full time

Benefits offered by this job

Competitive compensation

Career advancement opportunities

Job summary

VXI Global Solutions is seeking an Associate Director of Operations to lead the site’s contact center:** oversee day‑to‑day performance, guide supervisors, and foster an engaging culture that delivers exceptional results.

You will own delivery on key programs for a major Banking client, ensuring alignment with VOC, NPS, CSAT, and other KPIs while driving continuous improvement and operational excellence across processes and technology.

Qualifications

• 8+ years in contact center operations management.
• 4 years in a leadership role.
• Strong understanding of contact center operations, customer service, inbound and outbound sales metrics.
• Excellent leadership and communication skills.
• Proficiency with CRM systems and reporting tools.
• Data-driven and analytical mindset.

Responsibilities

• Provide leadership to the contact center operations team including managers and supervisors.
• Set and monitor operational goals, KPIs, and performance metrics for efficiency.
• Drive VOC, NPS, CSAT, FCR, AHT, and SLAs improvements.
• Identify process gaps and drive continuous improvement initiatives.
• Collaborate with cross-functional teams to streamline processes and enhance service delivery.
• Manage client relationships and deliver business reviews with transparency.
• Assist in budgeting for Contact Center operations.

Skills

Leadership

Communication

Analytical thinking

Data-driven

CRM systems

Reporting tools

Process improvement

Education

College or advanced degree

Tools

Contact center software

CRM systems

Reporting tools

Job description

VXI Global Solutions is seeking an Associate Director of Operations to lead the site’s contact center:** oversee day‑to‑day performance, guide supervisors, and foster an engaging culture that delivers exceptional results.

You will own delivery on key programs for a major Banking client, ensuring alignment with VOC, NPS, CSAT, and other KPIs while driving continuous improvement and operational excellence across processes and technology.