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Monitors and evaluates customer service interactions across voice, email, chat, and social channels. Coaches representatives and Tier 2 teams on quality standards, conducts QA reporting and calibration, researches escalations, and identifies process improvements. Delivers training for new and existing employees, develops curricula and assessments, tracks training effectiveness, and collaborates with supervisors and managers to improve performance.

Leads global People projects from discovery through implementation, driving requirements gathering, HR technology and process improvements, change adoption, governance, and post-launch optimization. Partners with HR and Recruiting leaders to standardize workflows, implement self-service solutions, leverage AI and automation, track KPIs, analyze operational issues, and maintain documentation and compliance readiness.

Manage enterprise dialer, SMS, and inbound routing configuration and administration for Collections and Recovery. Develop performance dashboards, monitor strategy performance, optimize dialer settings, support collection strategy changes, and collaborate with Strategy, IT, Audit, Analytics, and operations teams. The role also supports dialer-related projects, mentoring, training, compliance activities, and KPI improvement initiatives.

Sources and engages candidates through social media, job portals, referrals, events, and vendors. Processes applicant submissions, generates candidate leads, supports hiring tests, promotes recruiting activities, participates in job fairs, and recommends improvements to recruiting processes. Builds relationships with employees and partners while meeting hiring requirements in a fast-paced, shift-based environment.

Coordinates workforce management planning teams, validates capacity plans, analyzes staffing and volume trends, monitors absenteeism and turnover, maintains NICE and PIMS systems, supports forecasting and scheduling, and tracks staffing action plans with clients and stakeholders.

The Director of Human Resources leads HR operations, employee relations, investigations, disability and leave management, organizational development, training, employee engagement, and people-focused change initiatives. The role advises managers and employees, supervises HR team members, develops HR programs, produces workforce metrics, supports company culture, and collaborates cross-functionally in a global matrixed environment.

Supports client CRM setup, configuration, administration, and implementation. Advises on CRM-based solutions, systems integration, workflow automation, and business transformation while managing project scope, budgets, and timelines. Collaborates with clients, stakeholders, CRM specialists, business analysts, account executives, and vendors. Maintains relevant platform certifications, develops AI and automation expertise, creates knowledge-transfer materials, and leads end-to-end CRM implementation projects with minimal supervision.

Develop and test full-stack applications used by thousands of employees, collaborate in an agile environment, engage product stakeholders, solve complex problems, and recommend technology improvements. Ensure software enhancements meet quality, budget, and timeline expectations while managing multiple projects and staying current with industry developments.

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 high-volume recruiting across IntouchCX, from frontline employees to executives. Responsibilities include managing requisitions, screening applicants, coordinating interviews, partnering with hiring managers, creating candidate pipelines through advertising and social media, and delivering a strong candidate experience. The role requires recruiting expertise, strong communication, organization, decision-making, relationship-building, and the ability to work accurately in a fast-paced environment.