Senior Operations Manager
- Winnipeg, MB, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Experience
- 5 to 7 years of management experience in the call center industry
- Posting language
- English
- Posted
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
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…
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 Senior Operations Manager…
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
- 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 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 Senior Operations Manager…
- Industry-leading medical, vision, and dental benefit plans + paid time off benefits
- Amazing career growth opportunities
More about this job
Responsibilities
Lead operational planning, staffing, and team performance to meet production, quality, and service-level goals. Analyze program data and KPIs, develop improvement plans and incentives, coordinate schedule changes, and participate in partner meetings.
Requirements
Requires 5 to 7 years of call center management experience, client relationship management experience, and a post-secondary diploma or degree majoring in Business. Candidates should have experience with budgets, statistics, operational and financial reporting, strong communication and organizational skills, and the ability to meet deadlines and implement change.
Skills
- Operational Planning
- Staffing Management
- Performance Management
- Training and Staff Development
- Incentive Program Development
- Ramp-Up Management
- KPI Analysis
- Continuous Improvement
- Quality Assurance
- Scheduling
- Budget Management
- Financial Reporting
- Communication
- Change Management
Benefits
- Medical Benefits
- Vision Benefits
- Dental Benefits
- Paid Time Off
- Career Growth Opportunities
Visa sponsorship
Not detected in the job text
Categories
- Management & Leadership
- Customer Service & Support
- Data & Analytics
Keywords
- Business Process Outsourcing
- Call Center Operations
- Operational Excellence
- Operational Planning
- Staffing
- Performance Management
- Training and Development
- Employee Incentives
- Ramp-Up
- Key Performance Indicators
- Continuous Improvement
- Service Level Agreements
- Quality Management
- Scheduling
- Budget Management
- Operational Statistics
- Financial Management
- Results Reporting
- Change Management
- Customer Experience
- Back Office Processing
- Trust and Safety
- Artificial Intelligence Services