Senior 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

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 IntouchCX will never ask for payment, money, financial or banking information during the recruitment process.

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