Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
The Senior Workforce Manager is responsible to direct, manage, and supervise all activities and resources related to the Workforce department for a line of business.
As Senior Workforce Manager, You Will…
• Be responsible for various functions including capacity planning, resource management, forecasting, and scheduling
• Lead a team of individuals that design, develop, and execute WFM planning which helps business drive center KPIs
• Maintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvement
• Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs
• Lead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations
• Be responsible for end to end business delivery, development, and implementation of contingency planning, leading to coordinate with all stakeholders identifying opportunity areas for service improvement and cost efficiencies
• Drive business benefits through self-initiated projects
• Act as a Subject Matter Expert (SME) for resource planning and scheduling
As Senior Workforce Manager, You Have…
• Post-secondary degree, or certificate, with a focus in a related discipline (required)
• Minimum 3 years experience in a Call Center or Service-Oriented Industry
• Minimum of 3 years experience as a Workforce Manager managing multiple clients/accounts
• Solid experience in Capacity Planning and Forecasting
• Strong analytical, problem-solving, technical, information-management, and decision-making skills are required
• Excellent project management and computer (MS Office) skills
• Demonstrated strong interpersonal and communication skills
• Superior organizational skills and the ability to follow through
• Service oriented attitude
• Ability to adapt to change and innovation
• Ability to work in a fast-paced, hectic, changing environment
• Ability to adhere to all organizational policies and procedures
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Strategic thinking skills
• Experience planning and monitoring for results
