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.

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 Leader

As Operations Manager, You Will… Ensure proper planning, staffing and direction of the operational functionsManage and supervise teamsEnsure proficient training, professional development and employee engagement to prepare, grow and retain employeesManage operational performance to meet KPI targets and Service Level Agreements through optimum quality and serviceAnalyze various reports and statistical data to measure production levels and identify root causes for underperforming areasDevelop customized reporting to measure and track operational statistics, data and resultsDevelop solutions to improve business performance and partner successUse analytics, investigation and reasoning to quickly develop solutions for ad hoc issuesMotivate teams through relationship building and real-time coachingDevelop and deploy incentive programs to motivate employees to achieve desired outcomesAuthorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management TeamCollaborate with other departments within the organization (HR, IT, etc) to resolve issuesBring 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 industryAt least 3 years of experience in an Operations Management role overseeing front-line employeesExperience in client relationship management and employee development/coachingExperience dealing with escalated issues in a contact center capacityThe ability to successfully work across cross-functional teamsA positive work ethic and commitment to achieve the best possible outcomesThe 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 mannerExcellent communication skills; listening, verbal and writtenAbility to assess the “big picture” and draw connections between inputs and outputsPossess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situationsAbility to use spreadsheet applications to maintain and develop operational and financial data reportingAbility to type 30 WPM with accuracyAbility to work both independently and in a team setting within a fast-paced, entrepreneurial environmentStrong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred