Operations Manager

ABOUT 24-7 INTOUCH

24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 18 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191 

ABOUT THE JOB

The Operations Manager directs and manages all operational activities in assigned areas and contributes to the sites overall strategic direction.  Their primary responsibilities being full execution of day-to-day business needs, including staffing, KPIs and Service Levels, and coaching and development. 

ESSENTIAL FUNCTIONS
 
  • Ensures proper planning, staffing, and direction of the operational functions of the division
  • Reviews all operations performance daily to ensure optimal production is reached
  • Manages and supervises production staff
  • Ensures proficient training, staff development, and effective employee relation/recognition is achieved for all operational personnel
  • Maintains and develops pertinent operational statistics, financial management information, and results reporting
  • Responsible for ramp-up drives/goals for the call center
  • Data Analysis, highlighting and enhancing Key Performance Indicators (KPIs) - Productivity Management
  • Meets targets on overall business level & ensuring desired Service Level Agreements are met with optimum quality & service
  • To develop and deploy motivational/incentive schemes on the floor
  • To review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement
  • To authorize and coordinate changes in staffing schedules through the Operations Support team
  • To participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program

JOB REQUIREMENTS
 
  • A minimum of 5 years of experience in the contact center industry 
  • At least 3 years of experience in an operations  management role, including cross-functional teams/groups
  • Post-secondary diploma or degree with a major in Business
  • Experience in client relationship management and front-line supervisor development
  • Excellent communication skills; listening, verbal and written
  • Excellent organizational and time management skills
  • Experience with maintaining and developing operational statistics, financial management information, and results reporting


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