Jobs at IntouchCX

Supports operational security and compliance through control monitoring, internal audits, audit documentation, evidence collection, partner assessments, incident reporting, employee training, and stakeholder coordination. The role helps implement security frameworks, identify compliance gaps, escalate risks, and translate requirements into actionable tasks.

Supports operations security by maintaining controls aligned with compliance frameworks, preparing incident and status reports, monitoring partner assessments, tracking remediation actions, leading customer-facing security gap reviews and investigations, and managing the operations security support team. The role also implements client security policies, identifies operational gaps, supports audits, and communicates risks and mitigations to executives, clients, and staff.

Coordinates employee engagement and experience programs, gathers and communicates employee feedback, supports corporate events, and serves as an on-site communication hub. The role partners with campus and corporate teams, helps leadership meet retention goals, facilitates focus groups and surveys, prioritizes initiatives, and promotes a positive, engaged workplace culture.

Administers regional IT activities and provides break/fix support for hardware, software, workstations, peripherals, and business applications. Troubleshoots and escalates technical issues, audits systems, manages IT assets, develops standards, supports disaster recovery and backup procedures, and coordinates projects with IT and non-IT stakeholders. Provides service-oriented support in a fast-paced call center environment and serves as backup to the IT Site Supervisor.

Manages workforce management activities, including employee scheduling, exceptions, staffing levels, intraday resource adjustments, KPI monitoring, service-level tracking, data accuracy, new-hire schedules, shift availability, and program reporting. The role uses workforce management platforms and requires strong analytical, organizational, multitasking, and problem-solving skills in a fast-paced environment.

Provides frontline guidance to customer service representatives, maintains client and process knowledge, delivers coaching and feedback, identifies training needs, supports employee development, and helps ensure high-quality customer interactions. The role requires strong communication, facilitation, analytical, organizational, and problem-solving skills, along with familiarity with call center systems, ACD/IVR, performance statistics, and Microsoft Office.

Supports business analysis initiatives involving data requirements, reporting, process optimization, requirements workshops, documentation, training, quality assurance, UAT, and production implementation. The role analyzes business systems and processes, develops structured requirements, facilitates stakeholder collaboration, creates guides and training materials, and helps operationalize business and system changes across training, QA, and reporting functions.

Leads performance, quality, optimization, governance, and enhancement delivery for digital and voice bot programs. Manages partner relationships, cross-functional AI operations teams, enhancement backlogs, change control, testing, KPI reporting, and optimization roadmaps. Uses operational data, quality findings, customer feedback, and technical diagnostics to identify root causes, prioritize improvements, expand automation, and measure business impact across conversational AI experiences.

Leads bot performance, quality, optimization, governance, enhancement delivery, and roadmap development across digital and voice AI programs. Manages client relationships, operating reviews, multidisciplinary teams, change control, testing, KPI reporting, knowledge improvements, and continuous optimization. Translates operational and performance data into prioritized recommendations, coordinates cross-functional implementation, and measures business impact across customer journeys and channels.

Leads conversational AI bot performance, quality, optimization, governance, and enhancement delivery. Manages partner relationships, cross-functional AI operations teams, performance reporting, change control, testing, knowledge improvements, and optimization roadmaps. Uses operational data, quality findings, customer feedback, and technical diagnostics to prioritize improvements, measure outcomes, expand automation, and align AI capabilities with business goals.

Leads quality assurance activities by reviewing production performance, managing quality metrics and reporting, maintaining calibration scores, researching escalations, identifying coaching opportunities, and supporting operational and client-partner goals. The role also provides actionable insights, collaborates with support teams, reports scripting issues, distributes communications, and contributes to business development initiatives.

Manage high-volume recruiting across the organization, including requisition intake, candidate evaluation, interview coordination, and hiring-manager collaboration. Build candidate pipelines through advertising, social media, presentations, internet groups, and professional relationships. Deliver a strong candidate experience while meeting recruiting goals and managing multiple priorities accurately in a fast-paced environment.

Directs contact center operations across assigned programs, overseeing staffing, team performance, KPIs, service levels, quality, reporting, employee development, and client outcomes. Coaches and recruits Team Leaders, analyzes operational data to identify performance issues, develops improvement solutions and incentive programs, coordinates staffing changes, resolves escalated issues, and collaborates cross-functionally with HR, IT, workforce management, and operations support teams.

Supervises customer service representatives, ensuring quality, KPI, and SLA performance. Responsibilities include coaching, training, employee engagement, performance evaluations, escalation handling, operational reporting, root-cause analysis, staffing coordination, incentive development, and cross-functional issue resolution. The role requires maintaining detailed knowledge of partner products and processes while supporting team development and business performance.

Supervise customer service representatives, oversee training and development, monitor KPIs and service levels, analyze operational reports, resolve escalated issues, coach employees, coordinate staffing changes, and collaborate with internal departments and partners to improve performance and customer outcomes.

Leads contact center operations, including service delivery, performance optimization, client services, hiring, training, quality control, reporting, retention, and financial performance. Drives strategic initiatives, improves margins, manages P&L results, develops employee incentives, monitors KPIs, and collaborates with cross-functional leaders and international clients to maintain operational consistency and achieve business goals.

Monitors call center associate transactions and behavior for compliance with company, client, and U.S. regulatory requirements. Conducts audits and investigations, assesses operational and compliance risks, develops risk mitigation strategies, communicates policies, evaluates testing procedures, and verifies oversight tools. Prepares reports supporting root-cause analysis, corrective action planning, and process improvements.

Manage HR functions for the Egypt campus and international operations, including employee satisfaction programs, HR process improvements, employment regulation governance, salary structures, job evaluations, compensation analysis, orientations, and HR records. The role requires investigating workplace matters, making recommendations, supporting employees, communicating effectively, and adapting to a fast-paced environment. International travel may be required.

Leads learning and development initiatives, supervises training staff, manages client relationships, analyzes trainee performance, develops curricula and e-learning content, oversees professional development programs, conducts reporting and business reviews, and supports leadership development and performance management.

Manages comprehensive training and professional development programs for a major customer care program. Leads and supervises the Training and Development team, oversees computer-based learning, onboarding, coaching, instructional materials, vendor relationships, and training policies. The role requires progressive leadership, facilitation experience, strong communication and organizational skills, Microsoft Office proficiency, and international travel.