Lead contact center operations at IntouchCX in Calgary, using performance optimization and client relationship management to deliver measurable results. Relocation to Calgary is required for this role. As Director of Operations, you will oversee hiring, training, quality control, reporting, and partner services. You will lead cross-functional teams while supporting business development, client satisfaction, and operational consistency. The position requires contact center leadership, financial analysis, and KPI management experience.

Key Responsibilities
- Plan staffing, training, and development across all teams
- Drive ramp-up goals and operational best practices
- Optimize performance through client-specific KPIs and financials
- Ensure Service Level Agreements meet quality and service standards




- Coordinate staffing requirements with Workforce Optimization teams

Requirements:
- Business diploma or degree from a post-secondary institution
- Seven to nine years of contact center leadership experience
- Experience managing cross-functional teams and client relationships
- Experience analyzing profit and loss statements and costs
- Excellent communication, organization, and time management skills Apply contact center leadership, financial management, and performance optimization expertise as IntouchCX’s Calgary-based Director of Operations.

📌 Contact Center Operations Director (Calgary)
🏢 Intouchcx
📍 Calgary