Operations Leadership Position

hace 3 días


Guadalajara, Jalisco, México Intouchcx A tiempo completo
About IntouchCX

We are a global leader in customer experience management, digital engagement, and AI and automation solutions.

Our team immerses ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results.

About the Role

This is an exciting opportunity for a talented professional to join our team as a Director of Operations.

Key Responsibilities:
  • Develop and implement best practices across all areas of responsibility.
  • Evaluate and optimize planning, staffing, training, and development across all teams.
  • Drive ramp-up initiatives and set goals for continuous growth and improvement.
  • Create action plans to enhance business development, client satisfaction, and performance optimization.
  • Direct and audit operations to ensure adherence to corporate policies and processes.
  • Support and promote the IntouchCX culture within teams and at our campuses.
  • Motivate and inspire teams, build trusting relationships, and develop motivational incentives.
  • Partner with stakeholders to ensure consistency across Operations.
  • Work closely with Operations Workforce Optimization teams to deliver client staffing requirements.
Requirements:
  • Post-secondary diploma or degree 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 profit & loss statements, cost analysis, and operational statistics.
  • Excellent communication, organizational, and time management skills.
  • The ability to meet program and internal business KPIs, implement change, and innovate throughout teams.

$90,000 - $120,000 per year, depending on location and experience.


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