IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we've scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change. IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services.

For over 25 years, we've scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change. As one of the world’s leading outsourcing companies, IntouchCX 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 the contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. As Director of Operations, You Will… Ensure proper planning, staffing, training and development is achieved across all teams 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 Motivate and inspire teams, while building trusting relationships throughout the organization Maintain close auditing cadence through reporting, observations and personal contact 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 organizational and time management skills with the ability to work under tight deadlines ~ The ability and motivation to meet program and internal business KPIs ~ IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to accommodating persons with disabilities.

If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

Perks of Working as a Director of Operations… Industry-leading medical, vision, and dental benefit plans + paid time off benefits

📌 Director, Online Business Operations (remote) (Calgary)
🏢 Intouchcx
📍 Calgary