Operations Manager

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.

To learn more about us and our culture, follow the link to Our Story -

About The Job

We're searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus's overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.

As Operations Manager, You Will…

Ensure proper planning, staffing and direction of the operational functions
Manage and supervise teams
Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees
Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service
Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
Develop customized reporting to measure and track operational statistics, data and results
Develop solutions to improve business performance and partner success
Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues
Motivate teams through relationship building and real-time coaching
Develop and deploy incentive programs to motivate employees to achieve desired outcomes
Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team
Collaborate with other departments within the organization (HR, IT, etc) to resolve issues
Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

As Operations Manager, You Have…

Completion of post-secondary education (a major in Business or Commerce will be considered an asset)
A minimum of 5 years of experience in the contact center industry
At least 3 years of experience in an Operations Management role overseeing front-line employees
Experience in client relationship management and employee development/coaching
Experience dealing with escalated issues in a contact center capacity
The ability to successfully work across cross-functional teams
A positive work ethic and commitment to achieve the best possible outcomes
The passion to be a role model that exemplifies our 10 Things (cultural values)
Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
Excellent communication skills; listening, verbal and written
Ability to assess the "big picture" and draw connections between inputs and outputs
Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
Ability to use spreadsheet applications to maintain and develop operational and financial data reporting
Ability to type 30 WPM with accuracy
Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred

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 an Operations Manager…

Industry-leading medical, vision, and dental benefit plans + paid time off benefits
Amazing career growth opportunities

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