IntouchCX
Overview
Real Time Analyst Manager (Temporary Contract). This is a temporary 6-month contract position. About IntouchCX: IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. 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. To learn more about us, follow the link to Our Story. About The Job: IntouchCX is seeking the next generation of leaders to join its world-class outsourcing team. The Real Time Analyst Manager is responsible for directing, managing, and supervising all activities and resources related to the Workforce department for a line of business. Responsibilities
Manage workforce personnel on executing real-time floor management strategies based on client KPIs Oversee performance management at the site level with focus on continuous improvement of AHT, ACW, schedule adherence, hold-time, talk-time, and lost hours Ensure local databases are up to date and provide input on scheduling and skilling opportunities within the site Initiate and deploy policy and process improvement plans to drive productivity improvements and cost reductions Serve as the primary WFM POC for business continuity measures Manage direct reports’ performance, coach/mentor new hires, and carry-out disciplinary actions, if needed Educate the team on the intricacies of each client within the site to ensure the team is focused on supporting revenue growth with each client Plan and monitor for results Qualifications
Some post-secondary or completion of post-secondary schooling (preferred) 2+ years experience in the contact center and/or customer service industry Minimum 1 year of experience in a supervisory role 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 The ability to adapt to change and innovation Strong leadership, analytical, problem solving and decision making skills The ability to work in a fast-paced, hectic, changing environment The ability to adhere to all organizational policies and procedures The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds Rational decision making skills Equal Opportunity
IntouchCX is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Accommodations: Any applicant who, because of a disability, needs accommodation or assistance in completing an application or during the application process should contact the Recruiting Department and/or the Human Resources Department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law. Benefits
Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits where applicable by legislation Amazing career growth opportunities
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Real Time Analyst Manager (Temporary Contract). This is a temporary 6-month contract position. About IntouchCX: IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. 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. To learn more about us, follow the link to Our Story. About The Job: IntouchCX is seeking the next generation of leaders to join its world-class outsourcing team. The Real Time Analyst Manager is responsible for directing, managing, and supervising all activities and resources related to the Workforce department for a line of business. Responsibilities
Manage workforce personnel on executing real-time floor management strategies based on client KPIs Oversee performance management at the site level with focus on continuous improvement of AHT, ACW, schedule adherence, hold-time, talk-time, and lost hours Ensure local databases are up to date and provide input on scheduling and skilling opportunities within the site Initiate and deploy policy and process improvement plans to drive productivity improvements and cost reductions Serve as the primary WFM POC for business continuity measures Manage direct reports’ performance, coach/mentor new hires, and carry-out disciplinary actions, if needed Educate the team on the intricacies of each client within the site to ensure the team is focused on supporting revenue growth with each client Plan and monitor for results Qualifications
Some post-secondary or completion of post-secondary schooling (preferred) 2+ years experience in the contact center and/or customer service industry Minimum 1 year of experience in a supervisory role 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 The ability to adapt to change and innovation Strong leadership, analytical, problem solving and decision making skills The ability to work in a fast-paced, hectic, changing environment The ability to adhere to all organizational policies and procedures The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds Rational decision making skills Equal Opportunity
IntouchCX is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Accommodations: Any applicant who, because of a disability, needs accommodation or assistance in completing an application or during the application process should contact the Recruiting Department and/or the Human Resources Department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law. Benefits
Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits where applicable by legislation Amazing career growth opportunities
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