At a Glance
- Tasks: Lead Google Cloud contact center operations and enhance customer experience.
- Company: Join Intact, a leader in innovative cloud solutions.
- Benefits: Competitive salary, flexible work options, and growth opportunities.
- Other info: Dynamic role with a focus on continuous improvement and collaboration.
- Why this job: Make a real impact on customer service with cutting-edge technology.
- Qualifications: 5+ years in contact center operations and team management experience.
The predicted salary is between 103500 - 126500 $ per year.
Lead Google Cloud contact center operations with expertise in service performance, customer experience, and hybrid work at Intact. As an experienced Manager of Operations, you will oversee a Google Cloud CCaaS environment across voice and digital channels. The role combines contact center leadership, workforce performance, operational reporting, analytics, automation, and continuous improvement. You will coordinate with technology and business teams to deliver reliable customer service.
Key Responsibilities:
- Lead daily Google CCaaS operations across voice, chat, and email
- Manage service levels, satisfaction, resolution, handling time, and operational KPIs
- Maintain procedures, escalations, quality standards, and performance dashboards
- Monitor routing, workflows, call flows, and platform performance
- Coordinate incidents and reliability improvements with IT and Google Cloud partners
Requirements:
- Five-plus years in contact center, customer service, or technology operations
- Two-plus years managing teams or operational programs
- Experience supporting cloud-based contact center environments
- Familiarity with Google CCAI, Dialogflow, BigQuery, Looker, or related tools
- Eligibility to work in Canada; Quebec candidates require bilingualism
Apply operational leadership, Google Cloud expertise, analytics, and customer experience knowledge to Intact’s contact center environment.
Google Cloud Contact Center Manager in St. John's employer: Intact FC
At Intact, we prioritise our employees by fostering a collaborative and inclusive work culture that encourages growth and innovation. As a Senior Enterprise Architect in Finance, you'll benefit from flexible work arrangements, comprehensive wellness programs, and a robust pension plan, all while contributing to meaningful projects that shape the future of our technology landscape. Join us to thrive in a supportive environment where your contributions are recognised and rewarded, and where you can truly make a difference.
