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

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