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
As Workforce Supervisor, You Will
- 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
As Workforce Supervisor, You Have
- 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