Posted last month
Senior Operations Manager
@ IntouchCX
Winnipeg, Manitoba
SIGNALS
Overview
IntouchCX is hiring a Senior Operations Manager to drive performance and operational excellence for its client partners in the call center industry. The role covers daily team performance review, staff training, KPI reporting and meeting Service Level Agreements. The posting states full-time employment and requires 5 to 7 years of call center management experience.
Responsibilities:
- Plan, staff and direct operational functions
- Review team performance daily and track KPIs
- Run staff training, development and floor incentives
- Ensure service level agreements are met
- Authorize staffing schedule changes and participate in partner calls
Requirements summary:
- 5 to 7 years of call center management experience
- Post-secondary diploma or degree in business
- Client relationship management experience
- Budget management and statistics experience
- Excellent verbal and written communication skills
Source and dates
Source type not verified · apify-linkedin
- Employer posting date
- 2026-10-12
- First seen by our source
- 2026-11-15
- Source record updated
- 2026-11-15
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Senior |
| Department | Business operations |
| Experience | 5+ years |
| Management experience | 5+ years |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Encouraged to apply | People with disabilities |
| Education | College diploma (preferred), Bachelor’s degree (preferred) |
| Fields of study | Business |
| Perks mentioned | Generous paid time off |
Summary and details written by AI from the posting; the employer’s posting is the authority.
IntouchCX
| Field | Value |
|---|---|
| Open jobs on Jobsy | 7 |
Job description
About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
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 Senior Operations Manager, You Will…
IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.
IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.
Benefits of Working as a Senior Operations Manager…
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
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 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 are met with optimum quality & service
- Authorize and coordinate staffing schedule changes
- Participate in partner calls and meetings
- 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 with managing budgets and understanding statistics
- Experience maintaining and developing operational statistics, financial management information and results reporting
- Excellent communication skills, both verbal and written
- Above average organizational and time management skills
- Ability to work under tight deadlines
- Ability to implement change and innovation
- Ability to communicate with various positions and departments
IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.
IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.
Benefits of Working as a Senior Operations Manager…
- Industry-leading medical, vision, and dental benefit plans + paid time off benefits
- Amazing career growth opportunities
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