Manager of Operations
- Operations
- 905 Waverley Street, Winnipeg, MB R3T 6A9, Canada
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
We are changing the way people think about customer service, and we need your help!
We are seeking a Manager of Operations to collaborate with the Senior Leadership and Operations Teams to help contribute to the overall health of the company’s operational lines of business. We are looking for a leader who has the vision, experience and passion to contribute to our culture and deliver extraordinary results for our clients.
As a Manager of Operations, You Will…
- Provide the Operations and Support Teams with step by step guidance on how to track and analyze data, identify root causes, and plan strategically.
- Partner with Operations to help support and drive execution with a course of action for overall improvement in attrition, absenteeism, and Key Performance Indicators.
- Promote/support learning opportunities (training, triads, workshops, calibrations, etc) to promote career development and leadership expertise.
- Share best practices around audit processes, Standard Operating Procedures, newsletters, master problem analysis, and decision-making.
- Deliver and/or attend weekly meetings to discuss strategic actions to drive overall success.
- Build strong partnerships with all Support Teams.
- Ensure consistency, quality, and timeliness of deliverables for all assigned projects.
As a Manager of Operations, You Have...
- A minimum of 5 years of experience in the contact center industry
- At least 3 years of experience in contact center leadership
- Bachelors or Masters Degree in Business or Equivalent work experience
- Experience in client relationship management and front-line supervisor development
- Excellent organizational and time management skills
- Proven experience in coaching and developing
- Proven ability to work across several departments to solve problems and achieve results
- Confidence in public speaking and training
- Excellent organizational and planning skills including task prioritization and effective time management
- Strong writing and communication skills
- Strong analytical skills to make and support business decisions
- Ability to work in an unstructured and entrepreneurial environment