Workforce Manager

IntouchCX; Hyderabad; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

IntouchCX is seeking a Workforce Manager to direct and supervise all activities of the Workforce team on a dedicated program. You will partner with Operations and external partners to align staffing with company goals and client needs.

You will analyze partner metrics, identify efficiencies, motivate the team, and participate in sales information requests. The role requires strong analytical, interpersonal and organizational skills in a fast-paced environment.

Qualifications

• Bachelor's degree in a related discipline is required.
• Strong analytical and problem-solving abilities are essential.
• Excellent interpersonal and communication skills are required.

Responsibilities

• Direct and supervise Workforce team activities.
• Collaborate with Operations and partners to meet goals.
• Analyze partner metrics and staffing to drive efficiency.
• Support sales requests and stay updated on tools.

Skills

Analytical thinking

Problem-solving

Interpersonal skills

Strategic thinking

Organizational skills

Communication skills

Education

Bachelor's degree in related field

Job description

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