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
As Workforce Manager, You Have…
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

Work arrangement
No