Operational Leadership Position

hace 4 semanas

Guadalajara, Jalisco, México Intouchcx A tiempo completo

About IntouchCX

IntouchCX is a pioneering leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. With over two decades of experience, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

The Opportunity

We are seeking a seasoned Director of Operations who will drive excellence in all areas of responsibility. As one of the world's leading outsourcing companies, IntouchCX fosters a bold and competitive culture that sets the bar for excellence, both internally and within the BPO industry.

Key Responsibilities

  • Drive best practices in all areas of responsibility
  • Ensure proper planning, staffing, training, and development across all teams
  • Be responsible for ramp-up drives and goals
  • 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 and processes
  • SUPPORT AND DRIVE THE IN TOUCH CX CULTURE WITHIN TEAMS AND AT OUR CAMPUSES, WHILE ALSO INTEGRATING PARTNER CULTURE
  • Motivate and inspire teams, while building trusting relationships throughout the organization
  • Develop and execute motivational incentives on the floor
  • Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations
  • Maintain close auditing cadence through reporting, observations, and personal contact
  • Work directly with Operations Workforce Optimization teams to deliver client staffing requirements

Requirements

To be successful in this role, you will need:

  • 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 communication skills (listening, verbal, and written) with the ability to communicate with various positions and departments
  • 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
  • The ability to implement change and innovation throughout teams

Estimated Salary: $120,000 - $180,000 per year

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