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
IntouchCX, one of the world’s leading outsourcing companies, is seeking a Director of Human Resources (HR)
This role is a key component of the Human Resources department and has a strong influence on the organizational development of our company from a leadership, employee engagement and management perspective. The Director of Human Resources (HR) will supervise and ensure the effective execution and administration of HR activities and initiatives. In addition, the Director of HR will provide timely, knowledgeable and professional advice and services to a specified location(s).
As Director of Human Resources, You Will…
Coach and assist operational and support group management teams with employee relations matters including investigations, terminations, leave and disability management, employee relations concerns and issues
Support program execution and implementation associated with people-related change initiatives and HR deliverables
Coach employees, HR Team members and managers on development needs, career growth and learning opportunities
Collaborate with various departments and leaders, locally and across the globe, managing and driving results of our people operations programs
Support and drive the IntouchCX culture within all teams and programming
Design and facilitate HR related training programs to front-line management, support departments and hourly employees
Produce accurate and relevant metrics and reports
Conduct special projects as assigned
As Director of Human Resources, You Have…
7-10 years of HR experience with progressively increasing roles and responsibilities
Certificate or degree in Business with a major in Human Resources
SHRM designation (or equivalent) obtained or in progress (asset)
Experience in supervising a team (Bonus if you have experience in the BPO/Customer Service Industry)
Strong experience in employee relations and labor legislation of local markets and the United States
Experience investigating matters thoroughly and making recommendations/decisions based upon findings
Demonstrated expertise in building, developing and managing relationships with internal and external customers
A strong business and HR acumen including strong problem-solving skills, critical thinking, analysis and ability to influence and partner with different levels of the company to achieve results
An entrepreneurial spirit, creative outlook and resourceful nature
A demonstrated ability to operate in a matrixed environment to influence and leverage resources
Strong leadership skills and a high degree of cross-functional cooperation
Exceptional communication skills, both verbally and written, with the ability to communicate a variety of messages articulated simply and clearly to different audiences
Capabilities in problem solving complex and diverse issues, including strong experience handling escalated situations and people to effective resolution
Passion for developing people and making others successful
Superior attention to detail and excellent interpersonal skills
The ability to self-manage daily duties and time in a fast-paced, always changing environment
The ability to maintain confidentiality with sensitive situations (required)
Skills Required
- 7-10 years of progressively responsible HR experience
- Certificate or degree in Business with a major in Human Resources
- SHRM designation or equivalent obtained or in progress
- Experience supervising a team
- Experience in the BPO or customer service industry
- Strong experience in employee relations and labor legislation in local markets and the United States
- Experience conducting thorough investigations and making recommendations or decisions based on findings
- Expertise building, developing, and managing internal and external relationships
- Strong business and HR acumen, problem-solving, critical thinking, analysis, and influencing skills
- Ability to operate in a matrixed environment and leverage resources
- Strong leadership and cross-functional collaboration skills
- Exceptional verbal and written communication skills
- Experience resolving complex and escalated employee issues
- Passion for developing people
- Superior attention to detail and interpersonal skills
- Ability to self-manage in a fast-paced, changing environment
- Ability to maintain confidentiality with sensitive situations
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
