Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We’re hiring an Associate Director of Operations to be involved in all facets of our contact center operations, including hiring, training, quality control, reporting, and performance optimization. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.
As Associate Director of Operations, You Will…
• Drive “best practices” in all areas of responsibility.
• Ensure proper planning, staffing, training, and development are 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 the client’s 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 IntouchCX 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 operations 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 Associate Director of Operations, You Need…
• 5-7 years of experience in contact center leadership, including cross-functional teams/groups.
• Post-secondary diploma or degree with a major in Business.
• 5 years of relevant experience in client relationship management.
• Experience in analyzing and influencing P&L statements and performing cost analysis.
• Excellent communication skills; listening, verbal, and written.
• Excellent organizational and time management skills.
• Experience with maintaining and developing operational statistics, financial management information, and results reporting.
• Ability to meet program KPIs and internal business KPIs (abs, attrition, etc.)
• Ability to work under tight deadlines.
• Ability to implement change and innovation.
• Ability to communicate with various positions and departments.
