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 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 [email protected] for review and validation.
Skills Required
- Completion of post-secondary education
- Business or Commerce major
- At least 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
- Experience with employee development and coaching
- Experience handling escalated issues in a contact center
- Ability to work successfully across cross-functional teams
- Positive work ethic and commitment to achieving strong outcomes
- Ability to serve as a role model aligned with company cultural values
- Exceptional time management, organizational, and prioritization skills
- Excellent listening, verbal, and written communication skills
- Ability to assess the big picture and connect inputs to outputs
- Leadership, critical thinking, and problem-solving abilities
- Ability to use spreadsheet applications for operational and financial reporting
- Typing speed of 30 WPM with accuracy
- Ability to work independently and in a team within a fast-paced environment
- Strong knowledge of Google Suite, including Sheets, Slides, Docs, and Drive
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
