Director of Operations

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 18 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

Are you looking for an exciting new challenge? 24-7 Intouch is looking for you!
 
As one of the world’s leading outsourcing companies, 24-7 Intouch is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry. 
 
We’re hiring a Director of Operations to be involved in all facets of our contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.
 
As Director of Operations, You Will…

  • 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 24-7 Intouch 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

As Director of Operations, You Have…

  • 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 

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