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 CCaa S 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 CCaa S 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, Big Query, 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