IntouchCX
Real Time Analyst Manager (Temporary Contract)
Join to apply for the
Real Time Analyst Manager (Temporary Contract)
role at
IntouchCX About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. 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. About The Job
IntouchCX is looking for a Real Time Analyst Manager to direct, manage, and supervise all activities and resources related to the Workforce department for a line of business. This is a temporary 6-month contract position. Responsibilities Direct and manage workforce personnel on executing real-time floor management strategies based on client KPIs Oversee site-level performance management 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 point of contact 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 focus on supporting revenue growth with each client Plan and monitor for results You Have 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 Ability to adapt to change and innovation Strong leadership, analytical, problem solving and decision making skills Ability to work in a fast-paced, changing environment Ability to adhere to all organizational policies and procedures Ability to interact with employees at all levels and work with 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. Applicants needing accommodation should contact the Recruiting and/or Human Resources department. IntouchCX provides reasonable accommodations to employees with disabilities as required by law. Benefits Industry-leading medical, vision, and dental benefit plans paid by the employee plus paid time off and sick time where applicable by legislation Amazing career growth opportunities Other Seniority level: Mid-Senior level Employment type: Contract Job function: Project Management and Information Technology Industries: Outsourcing and Offshoring Consulting Note: This description is intended to reflect the current responsibilities and requirements for the role. This is not a commitment to the duration of employment and may be changed at any time. This posting does not constitute a guarantee of employment.
#J-18808-Ljbffr
Join to apply for the
Real Time Analyst Manager (Temporary Contract)
role at
IntouchCX About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. 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. About The Job
IntouchCX is looking for a Real Time Analyst Manager to direct, manage, and supervise all activities and resources related to the Workforce department for a line of business. This is a temporary 6-month contract position. Responsibilities Direct and manage workforce personnel on executing real-time floor management strategies based on client KPIs Oversee site-level performance management 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 point of contact 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 focus on supporting revenue growth with each client Plan and monitor for results You Have 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 Ability to adapt to change and innovation Strong leadership, analytical, problem solving and decision making skills Ability to work in a fast-paced, changing environment Ability to adhere to all organizational policies and procedures Ability to interact with employees at all levels and work with 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. Applicants needing accommodation should contact the Recruiting and/or Human Resources department. IntouchCX provides reasonable accommodations to employees with disabilities as required by law. Benefits Industry-leading medical, vision, and dental benefit plans paid by the employee plus paid time off and sick time where applicable by legislation Amazing career growth opportunities Other Seniority level: Mid-Senior level Employment type: Contract Job function: Project Management and Information Technology Industries: Outsourcing and Offshoring Consulting Note: This description is intended to reflect the current responsibilities and requirements for the role. This is not a commitment to the duration of employment and may be changed at any time. This posting does not constitute a guarantee of employment.
#J-18808-Ljbffr