Senior Operations Manager

About the role

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

Responsibilities

• Ensure proper planning, staffing, and direction of operational functions
• Review team performance daily to ensure optimal production is reached
• Ensure proficient training and staff development is achieved across all teams
• Develop and execute motivational incentives on the floor
• Be responsible for ramp-up drives and goals
• Analyze reports and program data, highlighting Key Performance Indicators (KPIs)
• Create action plans for continuous improvement
• Ensure Service Level Agreements are met with optimum quality & service
• Authorize and coordinate staffing schedule changes
• Participate in partner calls and meetings

Requirements

• 5 to 7 years of management experience in the call center industry
• A post-secondary diploma or degree with a major in Business
• Client relationship management experience
• Experience with managing budgets and understanding statistics
• Experience maintaining and developing operational statistics, financial management information and results reporting
• Excellent communication skills, both verbal and written
• Above average organizational and time management skills
• Ability to work under tight deadlines
• Ability to implement change and innovation
• Ability to communicate with various positions and departments

Qualifications

• Industry-leading medical, vision, and dental benefit plans paid by the employee
• Amazing career growth opportunities

Skills

• Leadership
• Operational Excellence
• Performance Management
• Team Development
• Training and Development
• Incentive Programs
• Service Level Agreements
• Staffing and Scheduling
• Communication
• Time Management
• Change Management

Benefits

• Industry-leading medical, vision, and dental benefit plans paid by the employee
• Paid time off and sick time leave benefits (where applicable by legislation)

Pay

TBD

Schedule

TBD