Senior Operations Manager

Job Description

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 a 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 (SLAs) are met with optimum quality and service
• Authorize and coordinate staffing schedule changes
• Participate in partner calls and meetings

As a 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 managing budgets and analyzing statistics
• Experience maintaining and developing operational statistics and financial management information
• Excellent communication skills, both verbal and written
• Strong organizational and time management abilities
• The ability to work under tight deadlines
• A proactive mindset for implementing change and innovation
• The ability to collaborate effectively across various positions and departments