Senior Operations Manager

IntouchCX; Winnipeg; On-site; CAD 85,000 - 130,000; Full time

Benefits offered by this job

Industry-leading medical, vision, and 

Dental benefit plans + paid time off

Job summary

IntouchCX is seeking a Senior Operations Manager to drive performance and operational excellence for our partners. The role requires a fearless attitude and a passion to contribute to our culture, with responsibility for planning, staffing, and directing operational functions on the floor.

You will review team performance daily, ensure effective training and staff development, and drive motivational incentives to meet ramp-up goals and KPIs.

Qualifications

• 5 to 7 years of management experience in the call center industry.
• 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.

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 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.

Skills

Leadership

Budget management

KPIs

Staff development

Performance analysis

Change management

Client relations

Time management

Reporting

Education

Post-secondary diploma or degree in Business

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 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

Are you looking for an exciting new challenge? IntouchCX is looking for you! As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry. We’re hiring a Senior Operations Manager to drive performance and operational excellence for our partners. Our ideal candidate is a leader with a drive to deliver extraordinary results. This role requires a fearless attitude and a passion to contribute to our culture.

As Senior Operations Manager, You Will…

• 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

As Senior Operations Manager, You Have…

• 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 innovationAbility to communicate with various positions and departments

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.

Benefits of Working as a Senior Operations Manager…

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