Director of Operations

$100,000 - $120,000/Yr

IntouchCX - Clearwater, FL

Full-time - Senior

Clearwater, FL

Administrative and Support Services

About the position

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. We are currently seeking a Director of Operations who will play a pivotal role in overseeing all facets of our contact center operations. This position is designed for a fearless leader who is driven to deliver extraordinary results and foster a bold and competitive culture within the organization. As the Director of Operations, you will be responsible for ensuring that best practices are implemented across all areas of responsibility. This includes proper planning, staffing, training, and development across all teams. You will oversee ramp-up drives and goals, create action plans for continuous growth and improvement, and ensure client satisfaction. Your role will also involve driving results and performance optimization through client-specific internal KPIs and financials, while ensuring that Service Level Agreements are met with optimum quality and service. In addition, you will direct and audit operations to ensure adherence to corporate policies and processes, while honoring client-specific policies. You will support and drive the IntouchCX culture within teams and at our campuses, integrating partner culture as well. Motivating and inspiring teams, building trusting relationships throughout the organization, and developing and executing motivational incentives on the floor will be key aspects of your role. You will partner with stakeholders across the organization to ensure consistency within operations and maintain a close auditing cadence through reporting, observations, and personal contact. Working directly with Operations Workforce Optimization teams, you will deliver client staffing requirements effectively.

Responsibilities

• 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

Requirements

• 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

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• Opportunities for advancement