Workforce Manager

IntouchCX; Metro Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

IntouchCX is seeking a Workforce Manager to lead and supervise the Workforce team for a dedicated program. You will work closely with Operations and external partners to ensure delivery aligns with partner goals and company objectives.

The ideal candidate has a university degree, strong analytical and interpersonal skills, and the ability to operate in a fast-paced, dynamic environment. Experience with ASPECT is a plus, and the company values proactive leadership and strategic thinking.

Qualifications

• University degree in a related discipline (Computer Science, Marketing, Communications, Business)
• Strong analytical and problem-solving abilities
• Excellent interpersonal and communication skills
• Superior organizational skills and follow-through
• Ability to work in fast-paced, changing environments
• Experience with workforce optimization and vendor/partner coordination (ASPECT asset)

Responsibilities

• Direct and supervise all activities of the Workforce team for a dedicated IntouchCX program
• Collaborate with Operations to align team delivery with partner goals
• Engage with external partners and cultivate long-term relationships
• Analyze partner metrics and staffing levels regularly
• Recommend efficiency improvements for programs
• Mentor and motivate Workforce team members
• Participate in Sales meetings and information requests
• Stay aware of emerging industry tools and trends

Skills

Analytical skills

Interpersonal skills

Communication skills

Strategic thinking

Organizational skills

Problem-solving

Education

University degree in related discipline

Tools

Aspect software

Job description

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.

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.

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

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.