Director of Workforce Optimization

hace 5 días

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

IntouchCX is a leading outsourcing company that provides innovative solutions to its clients. We are seeking a highly skilled and experienced professional to join our team as a Director of Workforce Management.

About the Job

We are looking for a talented individual who can analyze metrics and staffing on a consistent basis to maximize efficiency across multiple client programs. The successful candidate will have the responsibility to ensure all team members are focused on delivering IntouchCX's financial goals and operational expectations of our client-partners.

Key Responsibilities
  • Workforce Optimization: Analyze metrics and staffing on a consistent basis to maximize efficiency across multiple client programs.
  • Team Management: Manage, support, motivate and retain an outstanding Workforce Management team.
  • Client Relationship Management: Support Sales Team by participating in meeting requests and interact with external partners to develop long-term relationships.
  • Business Development: Develop solutions, strategies and action plans to improve business performance and client success.
  • Quality Assurance: Ensure consistency, quality and timeliness of deliverables for assigned projects.
Requirements
  • Education: University or post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business).
  • Experience: 5-10 years of management experience within a contact center or Workforce department (required).
  • Skills: Strong analytical, problem-solving, technical, information management and decision-making skills. Excellent verbal and written communication skills. Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment.

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