Senior Operations Manager

Job summary

Lead operational planning, staffing, and team performance to meet production, quality, and service-level goals. Analyze program data and KPIs, develop improvement plans and incentives, coordinate schedule changes, and participate in partner meetings.

Job details

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 innovation Ability 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. 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 hr@intouchcx.com for review and validation. Benefits of Working as a Senior Operations Manager… Industry-leading medical, vision, and dental benefit plans + paid time off benefits Amazing career growth opportunities

What you’ll do

Lead operational planning, staffing, and team performance to meet production, quality, and service-level goals. Analyze program data and KPIs, develop improvement plans and incentives, coordinate schedule changes, and participate in partner meetings.

Requirements

Requires 5 to 7 years of call center management experience, client relationship management experience, and a post-secondary diploma or degree majoring in Business. Candidates should have experience with budgets, statistics, operational and financial reporting, strong communication and organizational skills, and the ability to meet deadlines and implement change.

Benefits

• Medical Benefits
• Vision Benefits
• Dental Benefits
• Paid Time Off
• Career Growth Opportunities

Listed skills

• Continuous Improvement · Preferred
• Quality assurance · Preferred
• scheduling · Preferred
• Client Relationship Management · Preferred
• Financial Reporting · Preferred
• Communication · Preferred
• Change Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Operational Planning
• Staffing Management
• Performance Management
• Training and Staff Development
• Incentive Program Development
• Ramp-Up Management
• KPI Analysis
• Continuous Improvement
• Service Level Agreement Management
• Quality Assurance
• Scheduling
• Client Relationship Management
• Budget Management
• Financial Reporting
• Communication
• Change Management

Job areas

• Management & Leadership
• Customer Service & Support
• Data & Analytics

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