Director of Operations
$90,000–$115,000 year
On-site · Mesa, Arizona, United States
Job Summary
The Director of Operations role includes overseeing all facets of contact center operations, focusing on hiring, training, quality control, performance optimization, and client services. Key responsibilities involve driving best practices, ensuring staffing and development across teams, creating action plans for growth and client satisfaction, ensuring performance against internal KPIs and financials, and fostering a positive workplace culture. The ideal candidate has a Bachelor's degree, extensive experience in contact center leadership and client management, strong analytical skills, and is capable of motivating teams towards achieving excellence.
Required Qualifications
- Post-secondary diploma or degree with a major in Business
- 7 - 9 years of experience in contact center leadership
- 5 years of relevant experience in client relationship management
- Experience in analyzing/influencing profit & loss statements
- Experience with maintaining and developing operational statistics
- Ability and motivation to meet program and internal business KPIs
Desired Qualifications
- Excellent communication skills (listening, verbal and written)
- Excellent organizational and time management skills
- Ability to implement change and innovation throughout teams
Additional Requirements
- IntouchCX is an equal opportunity/affirmative action employer.
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