Senior Director of Operations at IntouchCX

Job description

About the Job We are seeking a leader who has the vision, experience, and passion to contribute to our culture and deliver extraordinary results for our clients. The Senior Director of Operations will be involved in all facets of contact center operations, including hiring, training, quality control, reporting and client services. The ideal candidate is a performance-driven individual with experience managing a contact center with large call/interaction volumes. As Senior Director of Operations, You Will… Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value Motivate and inspires teams, while building trusting relationships throughout the organization Address attrition driven issues, through continuous focus groups, communication outlets with all site employees Collaborate with various departments and leaders in the development and implementation of strategic plans Manage and drive results for Service Delivery Operations and performance optimization through client specific internal KPIs and financials Develop and execute motivational incentives (Employee Experience) to assist in site retention goals Support and drive the IntouchCX culture within the team at our campuses 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 As Senior Director of Operations, You Have… Minimum 7-9 years of contact center senior leadership experience, with cross-functional teams/groups and full P&L responsibility Previous experience in business process outsourcing is required Post-secondary diploma or degree with a major in Business 5 years of client relationship management Experience in analyzing and influencing P&L statements and performing cost analysis Excellent communication skills Excellent organizational and time management skills Client relationship management experience Ability to handle multiple priorities simultaneously Experience with maintaining and developing operational statistics, financial management information, and results reporting Proven tactical and strategic management skills Ability to take initiative, make decisions and propose strategies and solutions Demonstrated ability to work autonomously as well as with leaders, peers, and clients in other countries Ability to meet program KPIs and internal business KPIs (abs, attrition, etc)

Requirements

Must-haves

We are seeking a leader who has the vision, experience, and passion to contribute to our culture and deliver extraordinary results for our clients.
As Senior Director of Operations, You Will…
Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value
Motivate and inspires teams, while building trusting relationships throughout the organization
Address attrition driven issues, through continuous focus groups, communication outlets with all site employees
Collaborate with various departments and leaders in the development and implementation of strategic plans
Manage and drive results for Service Delivery Operations and performance optimization through client specific internal KPIs and financials
Develop and execute motivational incentives (Employee Experience) to assist in site retention goals
Support and drive the IntouchCX culture within the team at our campuses
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
As Senior Director of Operations, You Have…
Minimum 7-9 years of contact center senior leadership experience, with cross-functional teams/groups and full P&L responsibility
Previous experience in business process outsourcing is required
Post-secondary diploma or degree with a major in Business
5 years of client relationship management
Experience in analyzing and influencing P&L statements and performing cost analysis
Excellent communication skills
Excellent organizational and time management skills
Client relationship management experience
Ability to handle multiple priorities simultaneously
Experience with maintaining and developing operational statistics, financial management information, and results reporting
Proven tactical and strategic management skills
Ability to take initiative, make decisions and propose strategies and solutions

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: dayforce
Effort: medium

Benefits

Benefits detected in the listing.

Vision