Operations Manager

A Good Job

_strong_About 24-7 Intouch_br /__br /__/strong_24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics._br /__br /_For more on our culture, follow the link to Our Story - https://youtu.be/a6CvsUKYN8g_br /__br /__strong_About The Job_br /__br /__/strong_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._br /__br /__strong_As Operations Manager, You Will…_br /__/strong__ul__li_Ensure proper planning, staffing and direction of the operational functions_/li__li_Manage and supervise teams_/li__li_Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees_/li__li_Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service_/li__li_Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas _/li__li_Develop customized reporting to measure and track operational statistics, data and results_/li__li_Develop solutions to improve business performance and partner success_/li__li_Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues_/li__li_Motivate teams through relationship building and real-time coaching_/li__li_Develop and deploy incentive programs to motivate employees to achieve desired outcomes_/li__li_Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team_/li__li_Collaborate with other departments within the organization (HR, IT, etc) to resolve issues _/li__li_Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings_br /__br /__/li__/ul__strong_Requirements_br /__br /__/strong__strong_As Operations Manager, You Have…_br /__/strong__ul__li_Completion of post-secondary education (a major in Business or Commerce will be considered an asset)_/li__li_A minimum of 5 years of experience in the contact center industry _/li__li_At least 3 years of experience in an Operations Management role overseeing front-line employees_/li__li_Experience in client relationship management and employee development/coaching_/li__li_Experience dealing with escalated issues in a contact center capacity_/li__li_The ability to successfully work across cross-functional teams_/li__li_A positive work ethic and commitment to achieve the best possible outcomes _/li__li_The passion to be a role model that exemplifies our 10 Things (cultural values) _/li__li_Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner_/li__li_Excellent communication skills; listening, verbal and written_/li__li_Ability to assess the “big picture” and draw connections between inputs and outputs_/li__li_Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations _/li__li_Ability to use spreadsheet applications to maintain and develop operational and financial data reporting_/li__li_Ability to type 30 WPM with accuracy_/li__li_Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment_/li__li_Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred _br /__br /__/li__/ul__em_By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining hisher personal information for purposes relating to the application process and if hired, the employment relationship._br /__br /__/em__em_Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws._/em_