Senior Operations Manager

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

Job summary

IntouchCX in Winnipeg is seeking a Senior Operations Manager to drive performance and operational excellence across partner relationships. You will lead planning, staffing and execution to deliver outstanding results in a fast-paced BPO environment.

The ideal candidate brings 5–7 years of call center management, strong budgeting and analytics skills, and a proven ability to improve processes, train staff, and manage multiple stakeholders.

Qualifications

• 5–7 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 budgeting 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

• Plan, staff and direct operational functions.
• Review team performance daily to ensure optimal production.
• Ensure proficient training and staff development across teams.
• Develop and execute motivational incentives on the floor.
• Drive ramp-up initiatives and achieve set goals.
• Analyze reports and program data to highlight KPIs.
• Create action plans for continuous improvement.
• Ensure SLAs are met with quality and service.
• Coordinate staffing schedule changes as needed.
• Participate in partner calls and meetings.

Skills

Call Center Management

Budget Management

Data Analysis

Client Relationship

Communication

Organizational Skills

Time Management

Change Management

Stakeholder Communication

Education

Post-secondary diploma/degree in Business

Job description

About the Job

Are you looking for an exciting new challenge? IntouchCX is looking for you!

As one of the worlds 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 innovation
• Ability to communicate with various positions and departments