Hotline Operations Manager
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Job Description
Hotline Operations Manager managing hotline implementations and performance service delivery for Case IQ. Leading operational success while ensuring compliance and quality for enterprise clients.
Responsibilities:
- 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.
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