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