Strategic Operations Leader for Growth & Excellence

IntouchCX; Town of Florida (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

IntouchCX is seeking a Director of Operations to lead all facets of contact center operations, including hiring, training, quality control, reporting and partner services. The role requires a fearless leader able to drive extraordinary results across multiple teams.

The successful candidate will manage cross-functional teams, optimize profitability, ensure KPIs and SLAs, and foster collaboration with internal and client stakeholders to sustain growth and client satisfaction.

Qualifications

• As Director of Operations, lead cross-functional teams and drive best practices.
• Analyze and optimize profitability through cost analysis and KPI reporting.
• Communicate effectively with stakeholders and maintain client satisfaction.
• Develop and monitor operational statistics and financial results.

Responsibilities

• Drive best practices across all areas of responsibility.
• Plan staffing, training, and development across teams.
• Lead ramp-up drives and achieve growth goals.
• Create action plans for continuous improvement and client satisfaction.
• Ensure SLAs are met with high quality and service.
• Audit adherence to corporate and client policies.
• Collaborate with Operations Workforce Optimization to meet staffing needs.

Skills

Leadership

Cross-functional collaboration

Client relationship management

Financial/PMO reporting

Performance optimization

Education

Post-secondary Business degree

Job description

IntouchCX is seeking a Director of Operations to lead all facets of contact center operations, including hiring, training, quality control, reporting and partner services. The role requires a fearless leader able to drive extraordinary results across multiple teams.

The successful candidate will manage cross-functional teams, optimize profitability, ensure KPIs and SLAs, and foster collaboration with internal and client stakeholders to sustain growth and client satisfaction.