Director of Operations - Bogota, Colombia - IntouchCX

IntouchCX

Empresa verificada

Bogota, Colombia

hace 3 semanas

Publicado por:

Carolina González

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Descripción

About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results.

For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About the Job

Are you looking for an exciting new challenge? IntouchCX is looking for you

As one of the world's leading outsourcing companies, IntouchCX is seeking our next generation of leaders.

By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.

As Director of Operations, You Will

Drive "best practices" in all areas of responsibility
Ensure proper planning, staffing, training and development is achieved across all teams
Be responsible for rampup drives and goals
Create action plans for continuous growth and improvement, business development and client satisfaction
Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service
Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies & processes
Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture
Motivate and inspire teams, while building trusting relationships throughout the organization
Develop and execute motivational incentives on the floor
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
Work directly with Operations Workforce Optimization teams to deliver client staffing requirements
As Director of Operations, You Have
Postsecondary diploma or degree with a major in Business

years of experience in contact center leadership, including managing cross-functional teams

5 years of relevant experience in client relationship management
Experience in analyzing/influencing profit & loss statements and performing cost analysis
Experience with maintaining and developing operational statistics, financial management information and results reporting
Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments
Excellent organizational and time management skills with the ability to work under tight deadlines
The ability and motivation to meet program and internal business KPIs
The ability to implement change and innovation throughout teams