Operations Manager

The position is responsible for managing day to day operations and execution of programs. Supervises a group of Team Leaders. Responsible for operations performance, client satisfaction and program metrics. Based on program size, may oversee a single LOB or multiple programs.

Job Summary

The position is responsible for managing day to day operations and execution of programs.  Supervises a group of Team Leaders.  Responsible for operations performance, client satisfaction and program metrics. Based on program size, may oversee a single LOB or multiple programs.

 Role and Responsibilities                  

• • Serve as the key point of contact for client stakeholders and internal senior leadership.
  • Build trusted relationships with client decision-makers, driving satisfaction and account retention.
  • Lead regular business reviews, strategy sessions, and partnership development initiatives.
  • Translate client objectives into operational strategies, ensuring alignment across teams.
  • Oversee day-to-day operations across customer support functions (voice, chat, or digital channels).
  • Drive delivery of SLA and KPI metrics, including CSAT, AHT, QA, and schedule adherence.
  • Lead WBRs, MBRs, and QBRs, providing performance insights and improvement plans.
  • Foster a culture of continuous improvement, innovation, and compliance.
  • Build and scale high-performing teams, including Team Leaders, and frontline agents.
  • Mentor and coach leadership staff, ensuring strong succession and talent development.
  • Lead recruiting and onboarding efforts in collaboration with HR and Talent Acquisition.
  • Promote a people-first culture and ensure adherence to VXI’s values and principles.
  • Identify growth opportunities within the account (new lines of business, digital solutions, etc.).
  • Support pricing, solutioning, and business case development for client expansions.
  • Ensure operational scalability as volumes increase or client needs evolve.

Qualifications and Education Requirements

• Bachelor’s degree (B.A.) from a college or university
• One to two years related experience and/or training or equivalent combination of education and experience

ADDITIONAL COMPANY REQUIREMENTS (IF SUCCESSFUL):

On condition of employment you will be required to: 

* Submit to a drug test 

* Process a police record certificate 

On condition of employment you will be required to present the following; 

* Updated resume 

* 2 passport size photos 

* Educational qualifications 

* Birth Certificate and Marriage Certificate(if applicable) 

* Any Valid Government issued photo identification (Passport, Driver’s Licence, or National ID 

* TRN & NIS cards 

* P45 (if applicable) 

* Active Bank Account from any major financial institution. CIBC account is preferred.