Operations Manager (French/English Bilingual)

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 We’re searching for an Operations Manager (French/English Bilingual) 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. As Operations Manager (French/English Bilingual), You Will… • Ensure proper planning, staffing and direction of the operational functions • Manage and supervise teams • Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees • Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service • Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas • Develop customized reporting to measure and track operational statistics, data and results • Develop solutions to improve business performance and partner success • Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues • Motivate teams through relationship building and real-time coaching • Develop and deploy incentive programs to motivate employees to achieve desired outcomes • Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team • Collaborate with other departments within the organization (HR, IT, etc) to resolve issues • Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings As Operations Manager (French/English Bilingual), You Have… • Completion of post-secondary education (a major in Business or Commerce will be considered an asset) • A minimum of 5 years of experience in the contact center industry • At least 3 years of experience in an Operations Management role overseeing front-line employees • Must be fluent in French and English, written and oral • Experience in client relationship management and employee development/coaching • Experience dealing with escalated issues in a contact center capacity • The ability to successfully work across cross-functional teams • A positive work ethic and commitment to achieve the best possible outcomes • The passion to be a role model that exemplifies our 10 Things (cultural values) • Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner • Excellent communication skills; listening, verbal and written • Ability to assess the “big picture” and draw connections between inputs and outputs • Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations • Ability to use spreadsheet applications to maintain and develop operational and financial data reporting • Ability to type 30 WPM with accuracy • Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment • Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred