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 workplace 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 emailManage service levels, satisfaction, resolution, handling time, and operational KPIsMaintain procedures, escalations, quality standards, and performance dashboardsMonitor routing, workflows, call flows,



and platform performanceCoordinate incidents and reliability improvements with IT and Google Cloud partnersRequirements: Five-plus years in contact center, customer, service, or technology operationsTwo-plus years managing teams or operational programsExperience supporting cloud-based contact center environmentsFamiliarity with Google CCAI, Dialogflow, Big Query, Looker, or related toolsEligibility to work in Canada; Quebec candidates require bilingualismApply operational leadership, Google Cloud expertise, analytics, and customer experience knowledge to Intact’s contact center environment.#J-18808-Ljbffr

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