Senior Director of Operations

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 inspire teams while building trusting relationships throughout the organization
• Address attrition-driven issues through continuous focus groups and communication with 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 support 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 senior leadership experience in contact center operations, with cross-functional team management and full P&L responsibility
• Previous experience in the business process outsourcing (BPO) industry
• Post-secondary diploma or degree with a major in Business
• At least 5 years of experience in client relationship management
• Experience in analyzing and influencing P&L statements and conducting cost analysis
• Excellent communication, organizational, and time management skills
• Proven ability to handle multiple priorities and lead strategic initiatives
• Experience in maintaining and developing operational statistics, financial reporting, and performance tracking
• Strong tactical and strategic management capabilities
• Ability to take initiative, make decisions, and propose solutions at an executive level
• Demonstrated autonomy in leadership and experience collaborating with peers, clients, and stakeholders across global locations
• Proven track record of meeting client-specific KPIs and internal performance metrics such as absenteeism and attrition