Key skills
AIPerformance OptimizationLeadershipMentoringCommunicationDecision MakingProblem Solving
About this role
About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
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
IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.
IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.
Benefits of Working as a Vice President of Operations…
• Industry-leading medical, vision, and dental benefit plans + paid time off benefits
• Amazing career growth opportunities
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
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
IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.
IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.
Benefits of Working as a Vice President of Operations…
• Industry-leading medical, vision, and dental benefit plans + paid time off benefits
• Amazing career growth opportunities