Vice President of Operations

About the Job

24-7 Intouch is  seeking a Vice President of Operations to be the face of our campuses, including hiring, training, quality control, reporting and client services. We’re looking for a leader who can collaborate with our global leadership teams to provide support and guidance to multiple client accounts.

The ideal candidate will have a performance-driven mindset and a passion for delivering extraordinary results for our clients. Experience managing a contact center with large call and interaction volumes is an asset. 

As Vice President of Operations, You Will…

  • 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
  • Direct and audit to ensure adherence to corporate policies and processes, while honoring client-specific policies & processes 
  • Support and drive the 24-7 Intouch culture within their teams and at our campuses
  • Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations 
  • Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value
  • Build and develop a world class Operations team, including: providing mentoring, rigorous training, development planning for team members, as well as succession planning 
  • Drive best practices in all areas of responsibility
  • Maintain close auditing cadence through reporting, observations, and personal contact
  • Motivate and inspire teams, while building trusting relationships throughout the organization
  • Work directly with Operations Workforce Optimization teams to deliver client staffing requirements

As a Vice President of Operations, You Have…

  • 10+ years of contact centre experience in a senior leadership role with full P&L responsibility
  • High school diploma or equivalent required
  • Completion of postsecondary education preferred
  • Previous experience in business process outsourcing is required
  • Proficient in the use of Microsoft Office
  • Experience with the Google Suite of products is desired
  • Strong verbal and written communication skills
  • Proven tactical and strategic management skills
  • Strong analytical, problem solving and decision making skills
  • Results driven, able to focus on organizational growth and financial performance 
  • Ability to be creative, transparent and adaptive in a constantly changing environment

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