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
The Senior Workforce Manager is responsible to direct, manage, and supervise all activities and resources related to the Workforce department for a line of business.
As Senior Workforce Manager, You Will…
- Be responsible for various functions including capacity planning, resource management, forecasting, and scheduling
- Lead a team of individuals that design, develop, and execute WFM planning which helps business drive center KPIs
- Maintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvement
- Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs
- Lead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations
- Be responsible for end to end business delivery, development, and implementation of contingency planning, leading to coordinate with all stakeholders identifying opportunity areas for service improvement and cost efficiencies
- Drive business benefits through self-initiated projects
- Act as a Subject Matter Expert (SME) for resource planning and scheduling
As Senior Workforce Manager, You Have…
- Post-secondary degree, or certificate, with a focus in a related discipline (required)
- Minimum 3 years experience in a Call Center or Service-Oriented Industry
- Minimum of 3 years experience as a Workforce Manager managing multiple clients/accounts
- Solid experience in Capacity Planning and Forecasting
- Strong analytical, problem-solving, technical, information-management, and decision-making skills are required
- Excellent project management and computer (MS Office) skills
- Demonstrated strong interpersonal and communication skills
- Superior organizational skills and the ability to follow through
- Service oriented attitude
- Ability to adapt to change and innovation
- Ability to work in a fast-paced, hectic, changing environment
- Ability to adhere to all organizational policies and procedures
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
- Strategic thinking skills
- Experience planning and monitoring 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 [email protected] for review and validation.
Skills Required
- Post-secondary degree or certificate in a related discipline
- At least 3 years of experience in a call center or service-oriented industry
- At least 3 years of experience as a Workforce Manager managing multiple clients or accounts
- Experience in capacity planning and forecasting
- Strong analytical, problem-solving, technical, information-management, and decision-making skills
- Project management and Microsoft Office skills
- Strong interpersonal and communication skills
- Superior organizational skills and ability to follow through
- Ability to adapt to change and innovation
- Ability to work in a fast-paced, changing environment
- Ability to adhere to organizational policies and procedures
- Ability to interact effectively with employees at all organizational levels and diverse backgrounds
- Strategic thinking skills
- Experience planning and monitoring for results
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.
