Director of Operations
C
Confidential
📍 north york (york mills / silver hills), on, Canada
Job Description
Overview We are seeking an experienced
Director of Operations
to lead and oversee contact center operations across multiple programs and teams. This onsite role is responsible for driving service delivery excellence, achieving client satisfaction, and ensuring operational efficiency and profitability.
Key Responsibilities Lead and manage
end-to-end contact center operation s across multiple accounts and programs Drive performance against
KPIs, SLAs, CSAT, Quality, Productivity, and Cost targets Develop and execute
strategic initiative s to enhance operational efficiency and service delivery Oversee
workforce management, training, quality assurance, and staffing strategies Build and maintain strong
client relationship s, ensuring retention and account growth Analyze performance trends and conduct
root cause analysi s to identify improvement opportunities Collaborate with cross-functional teams including
Director of Operations
to lead and oversee contact center operations across multiple programs and teams. This onsite role is responsible for driving service delivery excellence, achieving client satisfaction, and ensuring operational efficiency and profitability.
Key Responsibilities Lead and manage
end-to-end contact center operation s across multiple accounts and programs Drive performance against
KPIs, SLAs, CSAT, Quality, Productivity, and Cost targets Develop and execute
strategic initiative s to enhance operational efficiency and service delivery Oversee
workforce management, training, quality assurance, and staffing strategies Build and maintain strong
client relationship s, ensuring retention and account growth Analyze performance trends and conduct
root cause analysi s to identify improvement opportunities Collaborate with cross-functional teams including