IntouchCX is a integral 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