Job Description

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.



To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs



About the Job



The Operations Support Specialist plays a critical role in analyzing operational data, identifying inefficiencies, and enhancing workflows to improve performance across the call center. This role collaborates closely with Workforce Management (WFM), IT, Training, and Operations teams to streamline reporting, support project work, identify efficiencies, and document processes. Ideal candidates are analytical, detail-oriented, and passionate about driving process efficiency in a fast-paced, metric-driven environment.



As an Operations Support Specialist, You Will...



Analyze call center data (AHT, CSAT, service levels, productivity, etc.) to identify trends, root causes, and performance gaps. Identify operational bottlenecks and recommend solutions to improve efficiency and service outcomes. Develop and maintain operational reports, dashboards, and performance summaries. Work closely with Operations leaders to identify process improvement opportunities and implement workflow enhancements. Support cross-functional initiatives and projects in partnership with Training, IT, WFM, and clients to ensure operational alignment. Use analytics tools, workforce platforms, and dashboards to track performance and support business decisions.

As an Operations Support Specialist, You Need...



An Associate Degree or equivalent experience. 2+ years of experience in operations, business analysis, or call center support. Experience in a BPO or multi-site call center environment. Background in continuous improvement, process engineering, or Lean Six Sigma methodologies. Familiarity with SQL or other data querying tools. Proficiency in workforce management tools (e.g., IEX, NICE, Verint) and reporting platforms (e.g., Tableau, Power BI, Excel). Strong analytical skills with the ability to interpret complex data and translate it into actionable insights. Experience working with call center metrics, including AHT, CSAT, SLA, and occupancy. Excellent communication and collaboration skills across technical and non-technical teams. Detail-oriented with strong organizational and problem-solving abilities.

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

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.



Benefits of Working as a Operations Support Specialist...

Industry-leading medical, vision, and dental benefit plans + paid time off benefits * Amazing career growth opportunities