Job Overview
Compensation
Salary
Range $55,000.00 - $65,000.00
Benefits
Medical insurance
Vision Insurance
Dental Insurance
Paid Time Off
sick leave
Career growth opportunities
Job Description
IntouchCX is a prominent global leader specializing in digital customer experience management, back-office processing, trust and safety solutions, and AI services. With over 25 years of experience, IntouchCX has built a reputation for scaling operations with integrity, focusing on forging trusted, long-term partnerships and empowering its workforce to drive meaningful change. This company operates at the forefront of the evolving customer service industry, leveraging technology and human insight to create innovative solutions that enhance client satisfaction and operational efficiency. IntouchCX is recognized for fostering a collaborative, inclusive culture that values diversity and supports employee development.
The company is currently seeking an accomplished Operations Manager to oversee all operational activities within specific programs, contributing strategically to the overall direction of the campus. This full-time position entails managing day-to-day operations including the monitoring and achievement of Key Performance Indicators (KPIs), supervision of service levels, and leadership of Team Leaders through coaching and recruitment. The role is vital in ensuring that the operational functions are well-planned, staffed appropriately, and executed efficiently to meet rigorous standards of quality and service.
As an Operations Manager at IntouchCX, you will be responsible for guiding teams towards excellence by fostering a productive environment, ensuring that employees receive adequate training and professional development, and encouraging employee engagement to promote retention and growth. You will analyze operational data and reports to identify areas of underperformance and develop tailored reporting mechanisms to track and enhance operational results. Problem-solving and strategic thinking are crucial to your role as you devise solutions to improve business performance and ensure partner success.
Collaboration is key in this role, as you will work closely with various departments such as Human Resources and IT to resolve operational issues and streamline processes. Your ability to motivate and inspire teams will be underscored by relationship building, real-time coaching, and the development of incentive programs. Additionally, you will authorize staffing schedule changes collaborating with the Operations Support Team and Workforce Management Team, demonstrating strong leadership and operational knowledge during partner meetings.
This position emphasizes a culture of continuous improvement and requires a candidate with a positive work ethic who is committed to achieving the best possible outcomes. IntouchCX is dedicated to diversity, equity, and inclusion, offering equal employment opportunities and accommodations for applicants and employees with disabilities. If you are a dynamic leader who thrives in a fast-paced, entrepreneurial environment and are passionate about operational excellence and people development, this role at IntouchCX presents a compelling career path with industry-leading benefits and growth opportunities.
The company is currently seeking an accomplished Operations Manager to oversee all operational activities within specific programs, contributing strategically to the overall direction of the campus. This full-time position entails managing day-to-day operations including the monitoring and achievement of Key Performance Indicators (KPIs), supervision of service levels, and leadership of Team Leaders through coaching and recruitment. The role is vital in ensuring that the operational functions are well-planned, staffed appropriately, and executed efficiently to meet rigorous standards of quality and service.
As an Operations Manager at IntouchCX, you will be responsible for guiding teams towards excellence by fostering a productive environment, ensuring that employees receive adequate training and professional development, and encouraging employee engagement to promote retention and growth. You will analyze operational data and reports to identify areas of underperformance and develop tailored reporting mechanisms to track and enhance operational results. Problem-solving and strategic thinking are crucial to your role as you devise solutions to improve business performance and ensure partner success.
Collaboration is key in this role, as you will work closely with various departments such as Human Resources and IT to resolve operational issues and streamline processes. Your ability to motivate and inspire teams will be underscored by relationship building, real-time coaching, and the development of incentive programs. Additionally, you will authorize staffing schedule changes collaborating with the Operations Support Team and Workforce Management Team, demonstrating strong leadership and operational knowledge during partner meetings.
This position emphasizes a culture of continuous improvement and requires a candidate with a positive work ethic who is committed to achieving the best possible outcomes. IntouchCX is dedicated to diversity, equity, and inclusion, offering equal employment opportunities and accommodations for applicants and employees with disabilities. If you are a dynamic leader who thrives in a fast-paced, entrepreneurial environment and are passionate about operational excellence and people development, this role at IntouchCX presents a compelling career path with industry-leading benefits and growth opportunities.
Job Requirements
- Completion of post-secondary education
- minimum of 5 years experience in the contact center industry
- minimum of 3 years experience in an operations management role overseeing front-line employees
- experience in client relationship management and employee coaching
- ability to handle escalated issues in a contact center environment
- excellent communication skills
- strong organizational and time management skills
- ability to work independently and within a team
- proficiency in spreadsheet applications
- typing speed of 30 WPM with accuracy
- knowledge of Google Suite preferred
- positive work ethic
- critical thinking and problem solving skills
Job Qualifications
- 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
- ability to successfully work across cross-functional teams
- a positive work ethic and commitment to achieve the best possible outcomes
- passion to be a role model that exemplifies company cultural values
- exceptional time management, organizational and prioritization skills
- excellent communication skills including listening, verbal and written
- ability to assess the big picture and draw connections between inputs and outputs
- leadership qualities such as critical thinking and problem solving
- 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
Job Duties
- 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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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