Jobs at IntouchCX

Manage HR functions for the Calgary campus and international operations, including employee satisfaction programs, process improvements, employment regulation governance, compensation structures, market analysis, orientations, HR databases, investigations, and employee relations. The role requires strong communication, analytical, organizational, decision-making, and relationship-building skills, along with the ability to work independently, manage competing priorities, and travel internationally when required.

Conduct fraud investigations, analyze transaction data and event logs, identify operational risks, interview employees and witnesses, secure evidence, perform compliance audits, and prepare reports for clients, auditors, HR, and leadership. The role also recommends process improvements, monitors contractual and SOP adherence, and communicates emerging fraud trends and legislative requirements across departments.

Sources and engages candidates across multiple markets by partnering with recruiters and hiring managers, building talent pipelines, developing sourcing strategies, and improving recruitment processes. The role uses LinkedIn Recruiter, job boards, Boolean search, social media, networking, and referrals while tracking sourcing results and maintaining a positive candidate experience.

Coordinates RFPs, RFIs, questionnaires, and proactive proposals from intake through final delivery. Collaborates with subject matter experts and executives, manages multiple proposal timelines, drafts and edits content using AI tools, and ensures polished formatting across Google Docs, Sheets, and Slides. The role also researches complex information, quality-checks AI-generated material, leads discussions, and continuously improves proposal workflows.

Delivers training for new and existing employees, develops curricula and training plans, administers assessments, and uses creative adult-learning techniques. Provides coaching, mentoring, quality-monitoring support, and progress reporting. Maintains knowledge of client products, contact-center systems, and performance metrics; collaborates with partners and manages training staff. International travel is required.

Leads training and quality assurance initiatives, including curriculum development, coaching, performance analysis, quality calibration, reporting, and professional development programs. Partners with operations, clients, and support teams to achieve performance metrics, improve employee engagement, resolve escalated issues, and maintain compliance. The role also supports client meetings, business development, training content creation, and quality reporting while supervising team members and adapting programs to business needs.

Coordinates workforce management planning by validating capacity plans, analyzing staffing and volume trends, monitoring absenteeism and turnover, maintaining NICE and PIMS systems, supporting forecasting and scheduling, and tracking action plans. Serves as a liaison between planning teams, vendors, clients, and stakeholders while helping manage staffing levels, multiskilling, service-level targets, and operational improvements.

Bridges business strategy, data analytics, and AI by gathering requirements, building executive dashboards, identifying AI opportunities, optimizing processes, supporting UAT and implementations, and translating complex data into actionable recommendations. The role also facilitates stakeholder workshops, creates training materials, evaluates AI solution performance, and helps operationalize data and AI initiatives that reduce costs and generate measurable business value.

Conduct interviews for high-volume agent recruiting, evaluate candidates, manage applicant tracking, respond to inquiries, support hiring events, and ensure smooth onboarding. The recruiter builds positive candidate experiences, communicates orientation and training details, coordinates with recruiting managers and internal teams, and recommends process improvements. The role requires strong interpersonal, organizational, phone, computer, confidentiality, and multitasking skills, with flexibility to work varied shifts.

Supervises Workforce Analysts and Specialists while managing forecasting, capacity planning, scheduling parameters, staffing trackers, and operational performance. Identifies contact trends, communicates workload forecasts, recommends process improvements, escalates data discrepancies, and collaborates with operations to maintain appropriate staffing and service levels. The role also supports employee development, monitors headcount and absenteeism, and participates in workforce planning meetings.

Develop and customize Microsoft Dynamics 365 Business Central using AL, including extensions, integrations, features, reports, workflows, and dashboards. Collaborate with stakeholders to translate business requirements into technical solutions, test and deploy changes, manage upgrades, troubleshoot issues, and provide ongoing support. The role also involves SQL Server, APIs, Power Platform, Azure, DevOps, data migration, documentation, and Agile development practices.

Supports the recruitment team by welcoming applicants, answering recruitment inquiries, scheduling interviews, coordinating pre-employment testing, preparing welcome letters, assembling new-hire rosters, and maintaining employee data and files. The role also provides front-desk reception and coordinates communication between campus and operations.

Manages HR operations, benefits administration, onboarding, HR systems, employee databases, compliance, and operational reporting. Leads a team of 4–5 employees, advises managers on HR matters, monitors performance metrics, maintains employment law compliance, and drives continuous improvement across HR processes and service delivery.

Leads quality assurance and training programs for global contact-center teams. Responsibilities include developing professional development plans, coaching staff, conducting audits, tracking call performance, managing Trainers and Quality Analysts, facilitating calibration, addressing performance issues, and implementing corrective actions. The role partners with Operations Managers and clients to improve quality compliance, employee capability, and key performance metrics.

Own client success for Prism, an AI-powered CX intelligence platform. Build executive relationships, lead business reviews, translate analytics into actionable recommendations, drive dashboard adoption, train users, coordinate onboarding, and track business outcomes. Partner with Product, Data, and Prompt Engineering teams to address feedback, improve insights, and enhance the platform. The role requires consultative storytelling, analytical skills, project coordination, and experience with enterprise CX, contact center, or BPO clients.

Delivers bilingual French and English training to new and existing employees, develops curricula and training plans, administers assessments, supports quality assurance coaching, tracks training effectiveness, and collaborates with partners. Requires adult learning knowledge, classroom facilitation experience, customer service training expertise, strong communication skills, broad availability, and international travel.

Manage and maintain large Microsoft-based server environments, including Active Directory, IIS, and SQL Server. Troubleshoot infrastructure issues, administer backups and patches, support disaster recovery, optimize capacity and database performance, and design future infrastructure solutions. The role also involves security incident support, documentation, automation, stakeholder collaboration, and after-hours on-call support.

Directs contact center operational activities, staffing, team supervision, KPI and service-level performance, reporting, employee development, coaching, and recruiting. Analyzes operational data to identify underperformance, develops improvement solutions and incentive programs, coordinates scheduling changes, resolves escalated issues, and collaborates cross-functionally with HR, IT, workforce management, and operations support teams.

Manages contact center operations, staffing, team performance, KPIs, service levels, reporting, employee development, and partner outcomes. Supervises frontline teams and Team Leaders, coordinates staffing changes, analyzes operational data, resolves escalated issues, develops performance improvements and incentive programs, and collaborates with HR, IT, workforce management, and other departments.

Manages contact center operations, staffing, team supervision, KPI and service-level performance, reporting, employee development, coaching, recruiting, and issue resolution. The role analyzes operational data, develops performance improvements and incentive programs, coordinates scheduling, collaborates cross-functionally, and supports partner relationships.