Vice President of Operations

About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story - https://vimeo.com/177119191

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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