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Added 1 min ago
DP
BD & Marketing Manager - Disputes
DLA Piper Canada LLP
Toronto, ON · Vancouver, BC
- $140,000 to $165,000 CAD / year
…needs around the world. Our mission is to be the leading global business law firm. DLA Piper (Canada) LLP is one of Canada’s leading law firms with a team of innovative, proactive and…
Added 1 min ago
VW
Key Account Manager Ontario - Barebells I Canada
Vitamin Well Group
ON · Ontario, Canada
- Full-time
At Vitamin Well Group, we believe that a great workplace fuels great products. With over 750 employees worldwide, our people play an important role in how we build brands, develop products…
Added 1 min ago
FA
People Business Partner
Flair Airlines Ltd.
Toronto, ON · Edmonton, AB · Calgary, AB
- Full-time
Join Flair’s Human Resources team, where trusted partnerships and practical people solutions support leaders and employees across the organization. Reporting to the Manager, Human Resources…
Added 1 min ago
FA
Director, Customer Experience
Flair Airlines Ltd.
Toronto, ON · Vancouver, BC · Calgary, AB
- Full-time
Partner with Digital to prioritize customer-facing improvements based on contact drivers, customer feedback, and service needs.
Added 1 min ago
T
Staff Software Engineer
Twilio
Remote, Canada
- Full-time
- Remote
WEAR THE CUSTOMER’S SHOES: Partner with Product Managers to translate complex global telecommunications regulations and customer needs into elegant, developer-first APIs and application…
Added 1 min ago
ME
Retail Manager - Whistler
Mountain Equipment Company
Whistler, BC
- $56,000 to $69,900 CAD / year
At MEC, our purpose is to equip people for a lifetime of great outdoor experiences and adventure. Everything we do is grounded in a belief that the outdoors builds confidence, connection,…
Added 17 mins ago
BC
PR Manager
BENEFIT COSMETICS SERVICES
Toronto, ON
- $70,000 to $80,000 CAD / year
- Contract
…strategy and calendar, translating Benefit’s global brand DNA and business priorities into impactful local action…
Added 47 mins ago
Data Governance Specialist
Mariner
NS
…services to venture creation, we build better futures powered by people. Our purpose has always been to be a great, everlasting technology company for those who make an impact - elevating…
Added 47 mins ago
PSR Catalog & TM Forum Enterprise Architect
Prodapt
Canada
…transformative technologies that connect our world. Prodapt is a trusted partner for enterprises across all layers of the Connectedness vertical. Prodapt designs, configures, and operates…
Added 1 hour ago
FH
Project Manager - Redevelopment & Major Projects
Fraser Health
Surrey, BC
- Full-time
Partner with sponsor clients in developing and delivering capital development presentations, briefings, reports, and status updates.
Added 1 hour ago
G
Account Manager, Entertainment
Gallagher
Toronto, ON
- Full-time
As an Account Manager on our Entertainment team, you will partner directly with the Sales Leader in the growth of a specialized portfolio of media and entertainment clients. This role is…
Added 1 hour ago
K
Manager, Tax
KPMG
Kamloops, BC
- Full-time
At KPMG in Canada, our people bring their unique perspectives to Canada’s most important challenges. Here, you can build momentum that reaches beyond our business, develop skills for the…
Added 1 hour ago
K
Senior Manager, Talent Attraction - Advisory (Risk Services & Deal Advisory)
KPMG
AB · Winnipeg, MB · Saint John, NB · Fredericton, NB · Moncton, NB · Sudbury, ON · Hamilton, ON · Kingston, ON · North Bay, ON · London, ON · Toronto, ON · Windsor, ON · Ottawa, ON · Oakville, ON · Kitchener, ON · Vaughan, ON · Waterloo, ON · Perth, ON · St. Catharines, ON · Mont-Royal, QC · Montreal, QC · Brossard, QC · Joliette, QC · Terrebonne, QC · Quebec, QC · Saint-Eustache, QC · Swift Current, SK · Regina, SK · Langley (District), BC · Prince George, BC · Victoria, BC · Chilliwack, BC · Abbotsford, BC · Vernon, BC · Kamloops, BC · Burnaby, BC · Vancouver, BC · Quesnel, BC · Kelowna, BC · Halifax, NS · St. John's, NL · Calgary, AB · Lethbridge, AB · ON · Kanata, Ontario · Edmonton, Alberta · Langley, British Columbia · Mount Royal, Quebec · Saint-Laurent, Quebec
- Full-time
…Reporting to the Director, Talent Attraction, this role will partner with senior business and HR leaders to deliver exceptional talent hiring results. The successful candidate will bring…
Added 1 hour ago
K
Enterprise Architect, AI Engineering – Security & Compliance
KPMG
Toronto, ON · ON
- Full-time
At KPMG in Canada, our people bring their unique perspectives to Canada’s most important challenges. Here, you can build momentum that reaches beyond our business, develop skills for the…
Added 1 hour ago
K
Senior Manager, Tax
KPMG
Kamloops, BC
- Full-time
At KPMG in Canada, our people bring their unique perspectives to Canada’s most important challenges. Here, you can build momentum that reaches beyond our business, develop skills for the…
Added 1 hour ago
NC
Team Lead, Personal Lines Sales
NFP Corp
Calgary, AB
- Full-time
Partner with other business units to leverage shared client relationships and drive holistic insurance solutions.
Added 1 hour ago
SM
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
- Full-time
As a strategic partner to clinical, operational, and executive leaders, the Manager delivers financial and operational insights that support organizational performance, resource…
Added 1 hour ago
SG
Rating Analyst – Infrastructure & Project Finance Ratings, Toronto or Mexico City
S&P Global
Toronto, ON
- Full-time
Partner with senior analytical leadership and global teams to advance strategic analytical priorities across the Corporate and Infrastructure practice
Added 2 hours ago
C
Temporary Sales Support Associate
Coach
Richmond, BC
- Part-time
…committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and…
Added 2 hours ago
C
Temporary Sales Support Associate
Coach
Burlington, ON
- Part-time
…committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and…
Added 2 hours ago
FN
EDGE Program, Technical Sales & Consulting: Account Manager (Canada)
FAMU National Alumni Association
Brampton, ON
- Full-time
…global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the…
Added 2 hours ago
B
Facility Manager III
BGIS
Montreal, QC
- Full-time
Builds strong relationships with end users and is a trusted partner with the assigned line of business/client.
Added 2 hours ago
B
Facility Manager III
BGIS
Toronto, ON
- Full-time
Builds strong relationships with end users and is a trusted partner with the assigned line of business/client.
Added 3 hours ago
OS
Manager / Senior Manager, Healthcare - Industries and Government Practice
Optimus SBR
Toronto, ON
- Full-time
…independently owned Canadian management consulting firm – a place where people and culture come first. Our market positioning is based on attracting the best people who are insatiably…
Added 3 hours ago
M
Senior Manager, Organic Growth
Mistplay
Toronto, ON
- $120,000 to $165,000 CAD / year
- Full-time
…including its incentive structure, mechanics, and viral loop. Partner with product and engineering to remove friction and drive a step-change in referred…

IntouchCX

Operations Manager

Winnipeg, MB, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

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

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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