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 Workforce Management Coordinator will actively manage the staff, support, motivate and retain a Planning team. The ideal candidate will organize the workflow of the team, ensuring that all tasks/duties as assigned are understood, tracked and completed.
As Workforce Management Coordinator, You Will…
Work closely with the teams to validate capacity plan, review trends and arrival pattern behaviors, understand upcoming launches and impacts in volume
Provide updates about absenteeism, turnover, HC management, etc in the weekly staffing meetings and/or other forums where those informations are relevant
Be the point of contact for the team in the MBRs and weekly meetings between the vendor and the client
Make sure the team is keeping NICE and PIMS systems updated and report any issues/bugs
Support the team on trend analysis and work very closely with various teams to understand the root causes of volume behavior change
Follow the client guidelines in regards to multi skilling and synergies among the operations to support the incoming volume and SLA targets
Help the team build and track the action plans discussed in the weekly staffing meetings (or MBRs) and provide updates on the action plan results to the main stakeholders
As Workforce Management Coordinator, You Have…
Bachelor degree or above
More than 3 years of experience in BPO industry and WFM department
More than 1 year of experience in BPO WFM management experience with no less than 7 WFM Analysts
Knowledge on statistical analysis and forecasting modeling
Previous experience working with WFM tools, budgeting, forecasting and scheduling
Strong analytical, problem-solving, technical, information-management and decision-making skills
Demonstrated strong interpersonal and communication skills
Superior organizational skills and the ability to follow through
Strong conflict management and stakeholder management skills
Ability to adapt to Change and Innovation
Strong leadership, analytical, problem solving and decision making skills
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
Skills Required
- Bachelor's degree or above
- More than 3 years of experience in the BPO industry and workforce management department
- More than 1 year of BPO workforce management management experience overseeing at least 7 WFM analysts
- Knowledge of statistical analysis and forecasting modeling
- Experience with workforce management tools, budgeting, forecasting, and scheduling
- Strong analytical, problem-solving, technical, information-management, and decision-making skills
- Strong interpersonal and communication skills
- Superior organizational skills and ability to follow through
- Strong conflict management and stakeholder management skills
- Ability to adapt to change and innovation
- Ability to work in a fast-paced, hectic, changing environment
- Ability to adhere to organizational policies and procedures
- Ability to interact effectively with employees at all organizational levels and diverse backgrounds
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.
