At a Glance
- Tasks: Lead contact center operations, drive performance, and inspire teams to achieve excellence.
- Company: Join IntouchCX, a top outsourcing company with a bold culture.
- Benefits: Relocation opportunity to Calgary, competitive salary, and career growth.
- Other info: Collaborative atmosphere with opportunities for innovation and change.
- Why this job: Be a fearless leader and make a real impact in a dynamic environment.
- Qualifications: Post-secondary education and 7-9 years of contact center leadership experience.
The predicted salary is between 108000 - 132000 $ per year.
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.
This role is based in Calgary, AB. Candidates must be willing to relocate to Calgary.
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
Director of Operations 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.
