About the role
About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We are changing the way people think about customer care, and we need your help!
We’re seeking a Workforce Manager to direct, manage and supervise all activities related to the Workforce team for a dedicated IntouchCX program. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our programs.
As Workforce Manager, You Will…
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Work closely with Operations to ensure all team members are focused on the delivery of company goals and objectives of our partners
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Interact with external partners and develop long term relationships
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Assist in analyzing partner metrics and staffing on a consistent basis
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Make recommendations for efficiencies on programs
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Actively manage, support, motivate and retain members of the Workforce team
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Participate in Sales meetings and requests for information
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Maintain awareness of emerging industry tools
As Workforce Manager, You Have…
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A University or College Degree in a related discipline (Computer Science, Marketing, Communications, Business)
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Experience working with Aspect software (considered an asset)
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Strong analytical, problem-solving, technical, information-management and decision-making skills
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Demonstrated strong interpersonal and communication skills
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Superior organizational skills and the ability to follow through
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Ability to work in a fast-paced, hectic & changing environment
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Ability to effectively interact with employees at all levels and people from diverse backgrounds
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Ability to think strategically
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Ability to plan and monitor for results