Senior Operations Manager

About IntouchCX IntouchCX 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. About The Job 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 functions Review team performance daily to ensure optimal production is reached Ensure proficient training and staff development is achieved across all teams Develop and execute motivational incentives on the floor Be responsible for ramp‑up drives and goals Analyze reports and program data, highlighting Key Performance Indicators (KPIs) Create action plans for continuous improvement Ensure Service Level Agreements are met with optimum quality & service Authorize and coordinate staffing schedule changes Participate in partner calls and meetings As Senior Operations Manager, You Have… 5 to 7 years of management experience in the call center industry A post‑secondary diploma or degree with a major in Business Client relationship management experience Experience with managing budgets and understanding statistics Experience maintaining and developing operational statistics, financial management information and results reporting Excellent communication skills, both verbal and written Above average organizational and time management skills Ability to work under tight deadlines Ability to implement change and innovation Ability to communicate with various positions and departments IntouchCX 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 #J-18808-Ljbffr IntouchCX