Director Of Operations (Relocation Opportunity)

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.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 responsibilityEnsure proper planning, staffing, training and development is achieved across all teamsBe responsible for ramp-up drives and goalsCreate action plans for continuous growth and improvement, business development and client satisfactionDrive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and serviceDirect and audit to ensure adherence to corporate policies and processes, while honoring client specific policies & processesSupport and drive the IntouchCX culture within teams and at our campuses, while also integrating partner cultureMotivate and inspire teams, while building trusting relationships throughout the organizationDevelop and execute motivational incentives on the floorPartner with stakeholders across the organization in a collaborative manner to ensure consistency within OperationsMaintain close auditing cadence through reporting, observations and personal contactWork directly with Operations Workforce Optimization teams to deliver client staffing requirementsAs Director of Operations, You Have…
Post-secondary diploma or degree with a major in Business7 - 9 years of experience in contact center leadership, including managing cross-functional teams5 years of relevant experience in client relationship managementExperience in analyzing/influencing profit & loss statements and performing cost analysisExperience with maintaining and developing operational statistics, financial management information and results reportingExcellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departmentsExcellent organizational and time management skills with the ability to work under tight deadlinesThe ability and motivation to meet program and internal business KPIsThe ability to implement change and innovation throughout teams
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