Case IQ

Hotline Operations Manager

Case IQ

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$85,000 - CA$100,000 per year

About the role

  • Lead end-to-end hotline implementations in coordination with SaaS Implementation teams.
  • Facilitate discovery calls, gather requirements, design IVR structures, and define routing workflows.
  • Oversee number provisioning, configuration, testing, and go-live readiness.
  • Conduct structured user acceptance testing and ensure documented implementation standards.
  • Advise customers on intake form design aligned with best practices, compliance considerations, and effective case management workflows.
  • Own the day-to-day operational performance of the hotline service delivery model, including oversight of external service partners.
  • Monitor service levels including response time, handle time, abandonment rates, and QA scores.
  • Conduct regular vendor performance reviews and manage escalations.
  • Serve as operational lead for high-value and enterprise customers requiring enhanced SLA oversight and customized reporting.
  • Develop and deliver structured performance reporting for strategic accounts.
  • Develop and maintain QA testing protocols for IVR functionality, intake accuracy, and data transmission.
  • Define and track hotline-specific success metrics aligned with customer objectives.
  • Own and maintain hotline operational documentation and process standards.

Requirements

  • 5+ years of experience in contact centre operations or telephony service delivery.
  • Demonstrated understanding of industry-standard contact centre metrics and service levels.
  • Experience working with telephony systems, IVR technologies, routing workflows, or structured intake processes.
  • Proven experience overseeing external service partners, including performance management and SLA accountability.
  • Strong project management capabilities with the ability to manage multiple concurrent implementations and operational initiatives.
  • Analytical mindset with experience building, interpreting, and presenting operational dashboards and KPI reporting.
  • Experience supporting enterprise or high-value customers, including structured SLA reporting and performance reviews, is preferred.
  • Customer Success or SaaS account management experience is considered a strong asset.
  • Familiarity with compliance-driven or regulated environments is an asset.
  • Strong written and verbal communication skills, with the ability to engage effectively across internal teams and external stakeholders.
Benefits
  • Remote-first with a flexible work environment (team spans the US and Canada).
  • Competitive company-paid benefits starting day 1.
  • Generous professional development budget.
  • RRSP/401k matching program.
  • Half-day Fridays in the summer.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IVR technologiestelephony systemsrouting workflowsstructured intake processescontact centre metricsKPI reportingperformance managementSLA accountabilityoperational dashboardsQA testing protocols
Soft Skills
project managementanalytical mindsetstrong communication skillscustomer successstakeholder engagementoperational oversightperformance reviewsmulti-taskingcollaborationproblem-solving