Operations Manager Jobs

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.

For more on our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

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 proficient training, professional development and employee engagement to prepare, grow and retain employees
• Develop solutions to improve business performance and partner success
• Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service
• Ensure proper planning, staffing and direction of the operational functions
• 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
• Motivate teams through relationship building and real-time coaching
• Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues
• 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
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
• Manage and supervise teams
• Develop and deploy incentive programs to motivate employees to achieve desired outcomes

Requirements

As Operations Manager, You Have…

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

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.

Intouch CX 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.

By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.

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

Benefits

Benefits of Working as an Operations Manager…

• Competitive salary ranges starting from $50,000 CAD (dependent on experience, certifications, and portfolio)
• Industry-leading medical, vision, and dental benefit plans + paid time off benefits
• Amazing career growth opportunities