Job Description

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

Requirements

As Senior Director of Operations, You Have…

• Minimum 2-4 years of contact center as Director
• Previous experience in business process outsourcing is required
• Post-secondary 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)

IntouchCX provides equal employment opportunities in accordance with Egyptian labor laws and regulations. IntouchCX is committed to ensuring fairness and equality in all aspects of employment and does not discriminate based on gender, origin, language, religion, creed, or disability.  IntouchCX is committed to accommodating individuals with disabilities in compliance with Egyptian labor laws and international best practices. If you require any accommodations during the application process or need more information about our accommodation policies, please contact us.  By applying to IntouchCX, the applicant consents to IntouchCX collecting, using, and retaining their personal information for purposes related to the application process and, if hired, the employment relationship.  All personal information collected will be handled with strict confidentiality and in accordance with applicable Egyptian privacy and data protection regulations.