IntouchCX is a integral 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
We're seeking a Workforce Supervisor to direct, manage, and supervise a team of Workforce Analysts and Specialists. The ideal candidate will be responsible for the team's performance and development, and will ensure that team members are focused on the delivery of company goals and client operational expectations.
Evaluate forecasting and capacity models to give recommendations for long term staffing needs
Provide clear communication of the forecasted workload, changes, assumptions and inputs
Escalate discrepancies in data to management with recommendations for action
Work with business leadership to coordinate processes to meet the operational and strategic needs of the business
Advise on potential opportunities or hazards that affect the ability to meet strategic goals
Analyze proposals from WFM analysts' related to staffing needs
Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained
Act as initial point of contact for all assigned projects on all scheduling concerns
Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly
Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures
Recommend procedural and operational guideline changes to improve communications and operational efficiency
Directly respond to client escalations/queries with regards to Workforce Management
Participate in daily and weekly meetings that requires workforce involvement
Perform other duties as assigned
A post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business)
Have at least 2 years of Workforce Team Lead experience in both Real Time and Planning
Have at least 2 years of Workforce Planning experience
Experience working with Aspect and Verint software (considered an asset)
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
Ability to work in a fast-paced, hectic & changing environment
Ability to effectively interact with employees at all levels and people from diverse backgrounds