Operations Manager (French/English Bilingual)

About the role

IntouchCX is seeking a bilingual Operations Manager to lead day‑to‑day activities for specific programs within its global contact‑center network. The role combines strategic planning, team leadership, and performance monitoring to ensure service excellence for clients.

Key responsibilities

• Plan, staff, and direct operational functions to meet KPI and SLA targets.
• Supervise and coach Team Leaders, fostering employee development and engagement.
• Analyze reports and statistical data to identify performance gaps and implement corrective actions.
• Develop customized reporting tools to track operational metrics.
• Design and roll out incentive programs that motivate staff to achieve desired outcomes.
• Coordinate staffing schedule changes with Workforce Management and Operations Support teams.
• Collaborate with HR, IT, and other departments to resolve cross‑functional issues.
• Represent operational insights in partner meetings and contribute to strategic discussions.

Required profile

• Post‑secondary education, preferably in Business or Commerce.
• Minimum 5 years experience in the contact‑center industry.
• At least 3 years in an Operations Management role overseeing front‑line staff.
• Fluent in both French and English (written and spoken).
• Proven experience in client relationship management, employee coaching, and handling escalated issues.
• Strong cross‑functional collaboration skills and a commitment to company cultural values.

Required skills

What we offer

• Opportunity to lead a multilingual team within a global leader in digital customer experience.
• Professional development and career growth in a fast‑expanding organization.
• Collaborative work environment that values innovation and employee empowerment.