Workforce Manager

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…

• Work closely with Operations to ensure all team members are focused on the delivery of company goals and objectives of our partners
• Interact with external partners and develop long term relationships
• Assist in analyzing partner metrics and staffing on a consistent basis
• Make recommendations for efficiencies on programs
• Actively manage, support, motivate and retain members of the Workforce team
• Participate in Sales meetings and requests for information
• Maintain awareness of emerging industry tools
  
  

• A University or College Degree in a related discipline (Computer Science, Marketing, Communications, Business)
• Experience working with Aspect software (considered an asset)
• Strong analytical, problem-solving, technical, information-management and decision-making skills
• Demonstrated strong interpersonal and communication skills
• Superior organizational skills and the ability to follow through
• Ability to work in a fast-paced, hectic & changing environment
• Ability to effectively interact with employees at all levels and people from diverse backgrounds
• Ability to think strategically
• Ability to plan and monitor for results