About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
About the Job
We are changing the way people think about customer service, and we need your help!
We’re looking for a Resource Planner to join our Workforce Team, who supports IntouchCX’s resource planning initiatives from a staffing point of view. This role is responsible for scheduling, tracking and assisting in the execution of intraday staffing management, ensuring staffing levels are sufficient to meet our overall performance goals.
As Resource Planner, You Will…
- Manage all day-to-day activities in Workforce Management
- Manage schedules, exceptions, data tracking and Service Levels
- Monitor daily Key Performance Indicators to diagnose emerging trends and adjust staffing as required
- Maintain employee information and its accuracy on an ongoing basis
- Plan and create new hire schedules while tracking shift availability
- Report by program as required
As Resource Planner, You Have…
- University or College Degree in a related discipline - Computer Science, Marketing, Communications or Business (a combination of work experience and education will be considered)
- Advanced knowledge of MS Word, MS Excel and Outlook
- Adaptability to learn a variety of software programs including Aspect, Teleopti and Genesys (prior experience in one of these platforms is considered an asset)
- High level of accuracy regarding data entry
- Strong analytical and problem solving skills
- Willingness to learn and adapt to working in a fast-paced environment
- The ability to multitask and self-manage the work day
Skills Required
- University or college degree in a related discipline, such as Computer Science, Marketing, Communications, or Business; equivalent work experience and education may be considered.
- Advanced knowledge of Microsoft Word, Microsoft Excel, and Microsoft Outlook.
- Ability to learn and adapt to workforce management software programs, including Aspect, Teleopti, and Genesys.
- High level of accuracy in data entry.
- Strong analytical and problem-solving skills.
- Willingness to learn and adapt in a fast-paced environment.
- Ability to multitask and self-manage the workday.
- Prior experience with Aspect, Teleopti, or Genesys.
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.
