Operations Manager (Overnight Shift)

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.

This position is for an overnight shift, candidates must have full availability to work overnight hours to be considered for the role.

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.

Benefits of Working as an Operations Manager…

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

Amazing career growth opportunities