Vice President of Operations

About the Job

IntouchCX is  seeking a Vice President of Operations to be the face of our campuses, including hiring, training, quality control, reporting and client services. We’re looking for a leader who can collaborate with our global leadership teams to provide support and guidance to multiple client accounts.

The ideal candidate will have a performance-driven mindset and a passion for delivering extraordinary results for our clients. Experience managing a contact center with large call and interaction volumes is an asset. 

As Vice President of Operations, You Will…

• Collaborate with various departments and leaders in the development and implementation of strategic plans 

• Manage and drive results for Service Delivery Operations and performance optimization through client-specific internal KPIs and financials

• Direct and audit to ensure adherence to corporate policies and processes, while honoring client-specific policies & processes 

• Support and drive the IntouchCX culture within their teams and at our campuses

• Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations 

• Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value

• Build and develop a world class Operations team, including: providing mentoring, rigorous training, development planning for team members, as well as succession planning 

• Drive best practices in all areas of responsibility

• Maintain close auditing cadence through reporting, observations, and personal contact

• Motivate and inspire teams, while building trusting relationships throughout the organization

• Work directly with Operations Workforce Optimization teams to deliver client staffing requirements

As Vice President of Operations, You Have…

• 10+ years of contact center experience in a senior leadership role with full P&L responsibility

• High school diploma or equivalent required

• Completion of postsecondary education preferred

• Previous experience in business process outsourcing is required

• Proficient in the use of Microsoft Office

• Experience with the Google Suite of products is desired

• Strong verbal and written communication skills

• Proven tactical and strategic management skills

• Strong analytical, problem solving and decision making skills

• Results driven, able to focus on organizational growth and financial performance 

• Ability to be creative, transparent and adaptive in a constantly changing environment