Operations Manager (Temporary Contract) at IntouchCX

Job description

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

Requirements

Must-haves

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)

Nice-to-haves

Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: dayforce
Effort: medium

Benefits

Benefits detected in the listing.

Professional Development