Director of Operations Support

About 24-7 Intouch

24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 19 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

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


About the Job

We’re looking for a Director of Operations Support to liaise with our Senior Leadership and Operations Teams to make decisions around operational activities and set strategic goals, while ensuring the smooth operations of day-to-day activities. This role will maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration. The main responsibility of this position is to watch over all facets of contact center operations including hiring, training, quality control, reporting and partner requests.


As Director of Operations Support, You Will…

  • Develop, implement and monitor day-to-day operational systems and processes that provide visibility for our key initiatives
  • Plan, monitor and analyze key metrics for the day-to-day performance to ensure efficient and timely completion of tasks
  • Manage partner requests regarding real-time activities and staffing adjustments
  • Manage incentive and operating plans to achieve monthly goals
  • Manage the Real Time Analyst Team to drive Service Level, Utilization, Adherence and Shrinkage to expected levels
  • Audit Rewards and Recognition budget
  • Manage internal and external reporting; daily, weekly, monthly, ad hoc
  • Work closely with Workforce Management, Human Resources and Facilities to establish a trusting, inclusive and productive environment, while keeping our partners’ strategies in mind
  • Use industry knowledge to develop leadership training at all levels
  • Oversee and help manage staffing, training and recruiting
  • Develop employees in alignment of our values and mission
  • Effectively manage individual work streams and communicate recommendations to the Client
  • Ensure consistency, quality, and timeliness of deliverables
  • Develop strategies to create a strong culture and drive performance


As Director of Operations Support, You Have…

  • Completed a post-secondary education (a Major in Business or Commerce is considered an asset)
  • A minimum of 7-9 years of experience in the contact center industry
  • At least 3 years of experience in contact center leadership, including cross-functional teams
  • Experience in client relationship management and front-line supervisor development
  • Experience with maintaining and developing operational statistics, financial management information and results reporting
  • Experience with Workforce Management, Recruiting, Training and  Quality Assurance (asset) 
  • Excellent verbal and written communication skills.
  • Proficient operational and financial acumen
  • The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
  • Possess leadership qualities that aid in overcoming difficult situations such as critical thinking and problem solving
  • Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
  • The ability to implement change and innovation
  • The ability to communicate and influence at various levels within the organization 

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