Senior Director of Operations

We are seeking a leader who has the vision, experience, and passion to contribute to our culture and deliver extraordinary results for our clients.

The Senior Director of Operations will be involved in all facets of contact center operations, including hiring, training, quality control, reporting and client services. The ideal candidate is a performance-driven individual with experience managing a contact center with large call/interaction volumes.

As Senior Director of Operations, You Will…

• Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value
• Motivate and inspires teams, while building trusting relationships throughout the organization
• Address attrition driven issues, through continuous focus groups, communication outlets with all site employees
• 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
• Develop and execute motivational incentives (Employee Experience) to assist in site retention goals
• Support and drive the IntouchCX culture within the team at our campuses
• 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