Full description

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