Director of Operations

About the role

IntouchCX, a global leader in digital customer experience and BPO services, is seeking a Director of Operations to lead its contact‑center functions. This senior position will shape strategy, drive performance, and ensure the delivery of high‑quality service across multiple teams.

Key responsibilities

• Define and enforce best‑practice standards across hiring, training, quality control, reporting and performance optimization.
• Plan staffing levels, oversee ramp‑up initiatives and ensure training and development goals are met.
• Create and execute action plans for continuous growth, business development and client satisfaction.
• Monitor internal KPIs, financial metrics and Service Level Agreements to guarantee optimal quality and service.
• Audit compliance with corporate and client‑specific policies and processes.
• Foster IntouchCX culture while integrating partner cultures across campuses.
• Motivate teams, build trust relationships and develop floor‑level incentive programs.
• Collaborate with cross‑functional stakeholders to maintain operational consistency.
• Maintain rigorous reporting cadence through audits, observations and direct contact.
• Partner with Workforce Optimization teams to meet client staffing requirements.

Required profile

• Post‑secondary diploma or degree in Business or a related field.
• 7‑9 years of contact‑center leadership experience, including management of cross‑functional teams.
• At least 5 years of client relationship management experience.
• Proven ability to analyze profit & loss statements and conduct cost analysis.
• Experience developing operational statistics, financial reports and results dashboards.
• Excellent communication, organizational and time‑management skills.
• Strong motivation to meet program and internal business KPIs.
• Demonstrated capability to implement change and drive innovation.

Required skills