Director of Operations at IntouchCX in Calgary, Alberta, CA

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