Senior Operations Manager

Senior Operations ManagerIntouchCX 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.Are you looking for an exciting new challenge? IntouchCX is looking for you!As one of the world's leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.We're hiring a Senior Operations Manager to drive performance and operational excellence for our partners. Our ideal candidate is a leader with a drive to deliver extraordinary results. This role requires a fearless attitude and a passion to contribute to our culture.As Senior Operations Manager, you will…Ensure proper planning, staffing, and direction of operational functionsReview team performance daily to ensure optimal production is reachedEnsure proficient training and staff development is achieved across all teamsDevelop and execute motivational incentives on the floorBe responsible for ramp-up drives and goalsAnalyze reports and program data, highlighting Key Performance Indicators (KPIs)Create action plans for continuous improvementEnsure Service Level Agreements are met with optimum quality & serviceAuthorize and coordinate staffing schedule changesParticipate in partner calls and meetingsAs Senior Operations Manager, you have…5 to 7 years of management experience in the call center industryA post-secondary diploma or degree with a major in BusinessClient relationship management experienceExperience with managing budgets and understanding statisticsExperience maintaining and developing operational statistics, financial management information and results reportingExcellent communication skills, both verbal and writtenAbove average organizational and time management skillsAbility to work under tight deadlinesAbility to implement change and innovationAbility to communicate with various positions and departmentsIntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.Benefits of working as a Senior Operations Manager…Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)Amazing career growth opportunities