Are you looking for an exciting recent 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
Solid 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