Senior Operations Manager

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.

Benefits of Working as a Senior Operations Manager…

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

Amazing career growth opportunities