1 IntouchCX Operations Manager Job

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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