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 setting.

📌 Google Cloud Contact Center Manager (St. John's)
🏢 Intact FC
📍 St. John's