Workforce Manager

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