Operations Manager

IntouchCX; Calgary; On-site; CAD 85,000 - 110,000; Full time

Job summary

IntouchCX is seeking an Operations Manager in Calgary to direct and optimize operational activities across programs. You will plan staffing, supervise teams, coach leaders, and ensure KPI/SLA targets are met while driving performance improvements.

The role requires 5+ years in contact centers, 3+ years in operations management, and strong cross-functional collaboration. A focus on analytics and continuous development aligns with our culture and growth goals.

Qualifications

• Completion of post-secondary education (a major in Business or Commerce will be considered an asset).
• Minimum of 5 years of experience in the contact center industry.
• At least 3 years 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.
• Ability to work across cross-functional teams.
• Positive work ethic and commitment to achieving best outcomes.
• Passion to exemplify company values and culture.

Responsibilities

• Ensure proper planning, staffing and direction of operational functions.
• Manage and supervise teams.
• Provide training, development and engagement to retain employees.
• Manage performance to meet KPI and SLA targets through quality and service.
• Analyze reports and data to measure production and identify root causes.
• Develop custom reports to track statistics and results.
• Develop solutions to improve performance and partner success.
• Use analytics to develop quick solutions for ad hoc issues.
• Motivate teams through coaching and relationship-building.
• Develop and deploy incentive programs to drive outcomes.
• Coordinate staffing changes with Operations Support/Workforce teams.
• Collaborate with HR, IT and other departments to resolve issues.
• Bring operational knowledge to partner meetings.

Skills

Team leadership

KPI management

Coaching

Client relationship management

Cross-functional teamwork

Time management

Communication skills

Data reporting

Google Suite

Problem solving

Education

Post-secondary education in Business/Commerce

Tools

Google Suite

Job description

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