Wfm Manager

IntouchCX; Hyderabad; On-site; INR 900,000 - 1,200,000; Full time

Job summary

IntouchCX is seeking a Workforce Manager to direct and supervise all activities related to the Workforce team for a dedicated program. You will collaborate with Operations, manage partner relationships, and analyze metrics to improve staffing and program efficiency.

The ideal candidate will have strong analytical and interpersonal skills, a strategic mindset, and the ability to thrive in a fast-paced environment while supporting and retaining the Workforce team.

Qualifications

• Strong analytical, problem-solving, technical, information-management and decision-making skills.

Responsibilities

• 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

Skills

Analytical skills

Problem-solving

Interpersonal skills

Communication skills

Strategic thinking

Team leadership

Staffing analytics

Education

University degree in related discipline

Tools

Aspect software

Job description

About the Job

We are changing the way people think about customer care, and we need your help!

Were seeking a Workforce Manager to direct, manage and supervise all activities related to the Workforce team for a dedicated IntouchCX program. Were 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