Operations Manager

About the role

IntouchCX is seeking an Operations Manager to lead operational activities for specific programs and contribute to the overall strategic direction of the campus. The role involves day‑to‑day management of KPIs, service levels, and team coaching while ensuring high‑quality service delivery.

Key responsibilities

• Plan, staff, and direct operational functions to meet KPI targets and Service Level Agreements.
• Supervise and develop teams, providing training, professional development, and employee engagement initiatives.
• Analyze reports and statistical data to identify performance gaps and root causes.
• Create customized reporting to track operational metrics and results.
• Develop and implement solutions to improve business performance and partner success.
• Motivate teams through real‑time coaching, relationship building, and incentive programs.
• Coordinate staffing schedule changes with Operations Support and Workforce Management.
• Collaborate with HR, IT, and other departments to resolve operational issues.

Required profile

• Post‑secondary education, preferably in Business or Commerce.
• Minimum 5 years of contact‑center experience, including at least 3 years in an Operations Management role.
• Proven experience in client relationship management, employee development, and handling escalated issues.
• Strong cross‑functional collaboration skills and a positive work ethic.
• Excellent communication, time‑management, and organizational abilities.

Required skills

• Proficiency with spreadsheet applications (e.g., Excel).