Director of Operations

A Good Job

_strong_About 24-7 Intouch_br /__br /__/strong_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._br /__br /_For more on our culture, follow the link to Our Story - https://youtu.be/a6CvsUKYN8g_br /__br /__strong_About The Job_br /__br /__/strong_Are you looking for an exciting new challenge? 24-7 Intouch is looking for you!_br /__br /_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._br /__br /_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._br /__br /__strong_As Director of Operations, You Will…_br /__/strong__ul__li_Drive “best practices” in all areas of responsibility_/li__li_Ensure proper planning, staffing, training and development is achieved across all teams _/li__li_Be responsible for ramp-up drives and goals _/li__li_Create action plans for continuous growth and improvement, business development and client satisfaction_/li__li_Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service _/li__li_Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies & processes _/li__li_Support and drive the 24-7 Intouch culture within teams and at our campuses, while also integrating partner culture_/li__li_Motivate and inspire teams, while building trusting relationships throughout the organization_/li__li_Develop and execute motivational incentives on the floor_/li__li_Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations _/li__li_Maintain close auditing cadence through reporting, observations and personal contact_/li__li_Work directly with Operations Workforce Optimization teams to deliver client staffing requirements_br /__br /__/li__/ul__strong_Requirements_br /__br /__/strong__strong_As Director of Operations, You Have…_br /__/strong__ul__li_Post-secondary diploma or degree with a major in Business _/li__li_7 - 9 years of experience in contact center leadership, including managing cross-functional teams_/li__li_5 years of relevant experience in client relationship management _/li__li_Experience in analyzing/influencing profit & loss statements and performing cost analysis _/li__li_Experience with maintaining and developing operational statistics, financial management information and results reporting _/li__li_Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments _/li__li_Excellent organizational and time management skills with the ability to work under tight deadlines _/li__li_The ability and motivation to meet program and internal business KPIs_/li__li_The ability to implement change and innovation throughout teams_br /__br /__/li__/ul_By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining hisher personal information for purposes relating to the application process and if hired, the employment relationship._br /__br /_Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.