Senior Director of Operations

hace 2 semanas

Bogotá, Bogotá D.E., Colombia IntouchCX A tiempo completo

About IntouchCX
IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions.

For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.


About the Job


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


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

Requirements:

As Senior Director of Operations, You Have

  • Minimum 79 years of contact center senior leadership experience, with crossfunctional teams/groups and full P&L responsibility
  • Previous experience in business process outsourcing is required
  • Postsecondary diploma or degree with a major in Business
  • 5 years of client relationship management
  • Experience in analyzing and influencing P&L statements and performing cost analysis
  • Excellent communication skills
  • Excellent organizational and time management skills
  • Client relationship management experience
  • Ability to handle multiple priorities simultaneously
  • Experience with maintaining and developing operational statistics, financial management information, and results reporting
  • Proven tactical and strategic management skills
  • Ability to take initiative, make decisions and propose strategies and solutions
  • Demonstrated ability to work autonomously as well as with leaders, peers, and clients in other countries
  • Ability to meet program KPIs and internal business KPIs (abs, attrition, etc)


Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

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