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Director of Workforce Management

hace 3 meses

Bogotá, Bogotá D.E., Colombia IntouchCX A tiempo completo

About IntouchCX

About the Job
Are you looking for an exciting new challenge? IntouchCX is looking for you

As one of the world's leading outsourcing companies, IntouchCX is seeking our next generation of leaders.

By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.

We're hiring a Director of Workforce Management to manage all activities and resources related to our Workforce department.

This role will have the responsibility to ensure all team members are focused on the delivery of IntouchCX's financial goals and the operational expectations of our client-partners.


As Director of Workforce Management, You Will

  • Analyze metrics and staffing on a consistent basis to maximize and make recommendations for efficiency on a global level across multiple client programs
  • Manage, support, motivate and retain an outstanding Workforce Management team
  • Support Sales Team by participating in meeting requests
  • Maintain awareness of emerging industry tools to ensure that IntouchCX remains on the cutting edge of innovative solutions
  • Perform periodic reviews of current company technology against other tools available
  • Interact with external partners and develop long term relationships
  • Closely work alongside Operational team members to ensure that all clientpartner and company goals and objectives are met
  • Develop solutions, strategies and action plans to improve business performance and client success
  • Ensure consistency, quality and timeliness of deliverables for assigned projects

Requirements:

As Director of Workforce Management, You Have

  • University or postsecondary degree in a related discipline (Computer Science, Marketing, Communications, Business)
  • 510 years of management experience within a contact center or Workforce department (required)
  • Experience working with Aspect software (considered an asset)
  • Experience in client relationship management
  • Strong analytical, problemsolving, technical, informationmanagement and decisionmaking skills
  • Excellent verbal and written communication skills
  • Ability to work both independently and in a team setting within a fastpaced, entrepreneurial environment
  • Proven strong interpersonal and criticalthinking skills
  • Exceptional time management, organizational and prioritization skills to complete work in a timely manner
  • Demonstrate a positive work ethic and commitment to achieve the best possible outcome
  • Ability to adapt to change and innovation
  • Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws._