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Added 9 mins ago
Change and Learning Specialist
Canadian Cancer Society
Quebec, QC
Full-time
Reporting to the change management manager, this position will focus on change management processes and deliverables, including the development and delivery of training, with the goal of…
Added 9 mins ago
Change and Learning Specialist
Canadian Cancer Society
Toronto, ON
Full-time
Reporting to the change management manager, this position will focus on change management processes and deliverables, including the development and delivery of training, with the goal of…
Added 9 mins ago
Manager, Software (Embedded & Digital Products)
Wabtec Corporation
London, ON
Full-time
As the Manager, Software (Embedded & Digital Products), you will report to the Manager, Engineering & Products and lead a multidisciplinary software organization responsible for embedded…
Added 10 mins ago
Marketing & Communications Manager
T6 Talent Partners
Toronto, ON
Partner closely with engineering, business development and leadership to develop proposals, RFP responses, presentations and strategic communications.
Added 10 mins ago
Systems Completion Manager
Kent
Fort McMurray, AB
Full-time
Kent is looking for a Systems Completions Manager to support the Imperial Oil – Kearl In-Pit Tailings Area 2 (ITA2) Project in Fort McKay, Alberta. This role provides overall leadership,…
Added 24 mins ago
Team Lead, Engineering Management, West
AtkinsRéalis
Toronto, ON
Full-time
…excellence in engineering management practices, supporting team development, driving continuous improvement initiatives, and ensuring consistent application of processes, tools, and…
Added 24 mins ago
Team Lead, Engineering Management, West
AtkinsRéalis
Toronto, ON
Full-time
…excellence in engineering management practices, supporting team development, driving continuous improvement initiatives, and ensuring consistent application of processes, tools, and…
Added 24 mins ago
Team Lead, Engineering Management, East
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Added 24 mins ago
Organizational Change Manager & Communications Lead
TekStaff IT Solutions
Toronto, ON · Greater Toronto Area, Canada
Contract
Demonstrated experience supporting large-scale technology, cybersecurity, infrastructure, or digital transformation initiatives.
Added 24 mins ago
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
Full-time
Reporting to the Vice President, Corporate Services & Chief Financial Officer, the Manager, Finance, Performance and Analytics supports the hospital's strategic objectives, performance…
Added 24 mins ago
Senior Relationship Manager, Real Estate, SME- EN
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…acquisition takes centre stage. Your finely honed solution-development skills, combined with your innate salesmanship talent, portfolio management expertise, and knack for client service,…
Added 25 mins ago
Program Manager, Safety Audits and Certifications
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Calgary, AB
Full-time
Reporting to the Manager, Safety Audits & Certifications (SA&C), the Program Manager, SA&C, is responsible for the leadership, administration, quality assurance, and continuous improvement…
Added 25 mins ago
Analyste principal(e), Optimisation d'inventaire et transformation numérique / Senior Analyst, Inventory Optimization & Digitalization Enablement
McKesson
Montreal, QC
Full-time
Added 25 mins ago
Senior Executive Assistant
BMO
Montreal, QC · HO
Full-time
Share best practices and contribute to the development of the broader administrative community.
Added 25 mins ago
Gestionnaire de projet sénior / Senior Project Manager
Evolving Web
Remote, Canada
Full-time · Remote
Added 25 mins ago
Senior Integration Developer -C Business Intel
Trillium Health Partners
Mississauga, ON
Full-time
…Director of Business Intelligence and Data Governance and the Manager of Cogito and Business Intelligence (BI). The individual will be responsible to advise, direct and develop BI Solutions…
Added 25 mins ago
Technical Safety Specialist
Hitachi
Burnaby, BC · Toronto, ON · (RSBU) Burnaby
Full-time
…every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and…
Added 25 mins ago
Manager, Cloud Ops
Government of Alberta
AB
…-- and leads the evolution of the technology practice around digital service delivery, including modern platform operations and the delivery of AI-enabled…
Added 40 mins ago
Product Owner - B2B Solutions
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Dorval, QC
Full-time
…lead the day-to-day delivery and continuous improvement of B2B digital products, with a strong emphasis on solutions supporting Air Canada's NDC strategy. Reporting to the Product Manager,…
Added 40 mins ago
Assistant Branch Manager
Royal Bank of Canada
Saskatoon, SK
Full-time
As an Assistant Branch Manager, you motivate and coach a high-performing team of Advisors in a dynamic, high-volume, and rewarding marketplace, while establishing and achieving team…
Added 40 mins ago
Manager, Software (Embedded & Digital Products)
Wabtec
London, ON
Full-time
As the Manager, Software (Embedded & Digital Products), you will report to the Manager, Engineering & Products and lead a multidisciplinary software organization responsible for embedded…
Added 54 mins ago
Change and Learning Specialist
Canadian Cancer Society
Montreal, QC
Full-time
Reporting to the change management manager, this position will focus on change management processes and deliverables, including the development and delivery of training, with the goal of…
Added 54 mins ago
Program Manager, Safety Audits and Certifications
Energy Safety Canada
Calgary, AB
Full-time
Reporting to the Manager, Safety Audits & Certifications (SA&C), the Program Manager, SA&C, is responsible for the leadership, administration, quality assurance, and continuous improvement…
Added 54 mins ago
Account Manager, Entertainment
Gallagher
Toronto, ON
$67,500 to $117,500 USD / year
Full-time
…they’re free to grow, lead, and innovate. You’ll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want…
Added 54 mins ago
Development Team Lead
AMA - Alberta Motor Association
AB · Greater Edmonton Metropolitan Area
Full-time
Reporting to the Manager, Digital Development, you’ll provide guidance to a team of developers who are responsible for developing, supporting, maintaining and enhancing new or existing…

IntouchCX

Operations Manager

Winnipeg, MB, Canada

Job type: Full-time
Apply by: Nov 1, 2026
Posting language: English
Posted: Oct 2, 2026

Apply About employer

Applications open in a new tab.

Original job description

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.

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.

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 Operations Manager…

Industry-leading medical, vision, and dental benefit plans + paid time off benefits
Amazing career growth opportunities

Apply About employer

More about this job

Responsibilities

Direct operational activities for assigned programs, including staffing, team supervision, coaching, and employee development. Monitor KPIs and service levels, analyze performance data, improve business outcomes, coordinate staffing changes, and collaborate with partners and internal departments.

Requirements

Requires at least five years of contact center experience and three years in operations management overseeing frontline employees, along with experience in client relationships, coaching, and escalated issues. Candidates should have strong leadership, communication, analytical, organizational, and spreadsheet skills; post-secondary education is required, with a Business or Commerce major considered an asset.

Skills

Operations Management
Contact Center Operations
KPI Management
Team Leadership
Staffing and Workforce Planning
Employee Training and Development
Employee Engagement
Performance Analysis
Root Cause Analysis
Operational Reporting
Coaching
Cross-Functional Collaboration
Problem Solving
Google Workspace

Benefits

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

Visa sponsorship

Not detected in the job text

Keywords

Contact Center
Digital Customer Experience
Back Office Processing
Trust and Safety
Artificial Intelligence Services
Operations Management
Key Performance Indicators
Service Level Agreements
Staffing
Workforce Management
Team Leadership
Employee Engagement
Training and Development
Performance Analysis
Root Cause Analysis
Operational Reporting
Escalation Management
Incentive Programs
Cross-Functional Collaboration
Google Sheets
Google Slides
Google Docs
Google Drive
Spreadsheet Applications

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