Operations Manager

IntouchCX; Calgary; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Medical & dental benefits

Career growth opportunities

Job summary

IntouchCX is seeking an Operations Manager to direct and optimize day-to-day operational activities for selected programs and contribute to the campus’s strategic direction.

You will manage KPIs, SLAs, and coach Team Leaders while ensuring planning, staffing, and proactive employee development across teams. A strong candidate will thrive in a fast-paced environment and drive cross-functional collaboration.

Qualifications

• Completion of post-secondary education (a major in Business or Commerce will be considered an asset).
• Experience in a contact center environment is preferred with leadership responsibilities.
• Strong interpersonal and coaching abilities to develop teams.

Responsibilities

• Direct and manage all operational activities for programs, meeting KPIs and SLAs.
• Coach and recruit Team Leaders, drive staff planning and direction.
• Develop training, engagement and development plans for employees.
• Monitor KPI targets and service levels; optimize quality and service.
• Analyze reports to identify root causes of underperformance and implement fixes.
• Create customized reporting to track operations statistics and results.
• Develop solutions to improve business performance and partner success.
• Resolve ad hoc issues using analytics and reasoned judgment.
• Motivate teams through real-time coaching and relationship building.
• Deploy incentive programs to achieve desired outcomes.
• Coordinate staffing changes with Support and Workforce teams.
• Collaborate with HR, IT and other departments to resolve issues.

Skills

Leadership

Time management

Communication

Cross-functional collaboration

Analytical thinking

Google Workspace

Data reporting

Coaching

Education

Post-secondary education in Business or Commerce

Tools

Google Sheets

Job description

About IntouchCX

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.

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.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.

Benefits of Working as a Operations Manager

• Industry-leading medical, vision, and dental benefit plans + paid time off benefits


• Amazing career growth opportunities