Workforce Manager

IntouchCX; Manila; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

IntouchCX is seeking a Workforce Manager to direct and supervise the Workforce team for a dedicated program. You will collaborate with Operations to align activities with partner goals and drive metrics-driven staffing decisions.

The role requires a degree, strong analytical skills, and the ability to interact with diverse teams and external partners. A fast-paced, dynamic environment awaits with opportunities to shape workforce strategy.

Qualifications

• Bachelor's degree in a related discipline.
• Experience with Aspect software is an asset.
• Strong analytical, problem-solving, technical, information-management and decision-making skills.
• Excellent interpersonal and communication abilities.
• Superior organizational skills and ability to follow through.
• Ability to thrive in a fast-paced, changing environment.
• Ability to interact with employees at all levels and diverse backgrounds.
• Ability to think strategically and plan for results.

Responsibilities

• Direct and supervise all activities related to the Workforce team for a dedicated IntouchCX program.
• Collaborate with Operations to align team focus with partner goals.
• Interact with external partners and develop long-term relationships.
• Analyze partner metrics and staffing needs regularly.
• Recommend efficiencies and improvements for programs.
• Support and motivate Workforce team to retain talent.
• Participate in Sales meetings and information requests.
• Stay aware of emerging industry tools.

Skills

Analytical skills

Problem-solving

Communication skills

Organizational skills

Strategic thinking

Interpersonal skills

Decision-making

Planning and monitoring

Adaptability

Education

Bachelor's degree

Tools

Aspect software

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

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.

Job Details

• Pay TypeSalary
• Education LevelBachelor's Degree