Director of Operations

About the role

IntouchCX, a global leader in digital customer experience and BPO services, is seeking a Director of Operations to oversee all aspects of its contact‑center operations. The role will drive best‑practice implementation, staffing, training, quality, and performance optimization across multiple teams and partner locations.

Key responsibilities

• Develop and enforce best‑practice standards for hiring, training, quality control and reporting.
• Plan and manage staffing levels, ramp‑up drives and workforce optimization to meet client SLAs.
• Create action plans for continuous growth, business development and client satisfaction.
• Monitor and improve performance using internal KPIs, financial metrics and client‑specific service level agreements.
• Audit compliance with corporate and client policies, and support cultural integration across campuses and partners.
• Motivate teams, build trusting relationships and design incentive programs.
• Collaborate with cross‑functional stakeholders to ensure operational consistency.

Required profile

• Post‑secondary diploma or degree in Business or related field.
• 7–9 years of contact‑center leadership experience, including managing cross‑functional teams.
• At least 5 years of client relationship management experience.
• Proven ability to analyze profit & loss statements, conduct cost analysis and manage operational finances.
• Strong communication, organizational and time‑management skills.
• Demonstrated capability to meet KPIs and drive change and innovation.

Required skills

• Experience with operational statistics, financial management information and results reporting.