At a Glance
- Tasks: Lead and optimize contact center operations while driving team performance and client satisfaction.
- Company: Join IntouchCX, a dynamic leader in customer experience solutions.
- Benefits: Competitive salary, relocation support, and opportunities for professional growth.
- Other info: Relocation to Calgary required; excellent career advancement opportunities await!
- Why this job: Make a real impact by leading innovative teams and enhancing client relationships.
- Qualifications: 7-9 years of contact center leadership experience and strong financial analysis skills.
The predicted salary is between 103500 - 126500 $ per year.
Lead contact center operations at IntouchCX in Calgary, using performance optimization and client relationship management to deliver measurable results. Relocation to Calgary is required for this role. As Director of Operations, you will oversee hiring, training, quality control, reporting, and partner services. You will lead cross-functional teams while supporting business development, client satisfaction, and operational consistency. The position requires contact center leadership, financial analysis, and KPI management experience.
Key Responsibilities:
- Plan staffing, training, and development across all teams
- Drive ramp-up goals and operational best practices
- Optimize performance through client-specific KPIs and financials
- Ensure Service Level Agreements meet quality and service standards
- Coordinate staffing requirements with Workforce Optimization teams
Requirements:
- Business diploma or degree from a post-secondary institution
- Seven to nine years of contact center leadership experience
- Experience managing cross-functional teams and client relationships
- Experience analyzing profit and loss statements and costs
- Excellent communication, organization, and time management skills
Apply contact center leadership, financial management, and performance optimization expertise as IntouchCX’s Calgary-based Director of Operations.
Contact Center Operations Director in Calgary employer: IntouchCX
At IntouchCX, we pride ourselves on being a global leader in digital customer experience management, offering an empowering work culture that fosters growth and innovation. As a Director of Operations, you'll benefit from industry-leading medical, vision, and dental plans, along with ample opportunities for career advancement in a supportive environment that values your contributions and encourages you to drive positive change.
