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About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
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.
The Real Time Analyst Manager is responsible for directing, managing, and supervising all activities and resources related to the Workforce department for a line of business.
As Real Time Analyst Manager You Will
- Manage workforce personnel on executing real-time floor management strategies based on client KPIs
- Oversee performance management effort at the site level with focus on continuous improvement of AHT, ACW, schedule adherence, hold-time, talk-time, and lost hours
- Ensure local databases are up to date and provide input on scheduling and skilling opportunities within the site
- Initiate and deploy policy and process improvement plans to drive productivity improvements and cost reductions
- Serve as the primary WFM POC for business continuity measures
- Manage direct reports’ performance, coach/mentor new hires, and carry-out disciplinary actions, if needed
- Proactively educate the team on the intricacies of each client within the site to ensure the team is focused on supporting revenue growth with each client
- Plan and monitor for results
As Real Time Analyst Manager, You Have
- Some post-secondary or completion of post-secondary schooling (preferred)
- 2+ years experience in the contact center and/or customer service industry
- Minimum 1 year of experience in a supervisory role
- 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
- The ability to adapt to change and innovation
- Strong leadership, analytical, problem solving and decision making skills
- The ability to work in a fast-paced, hectic, changing environment
- The ability to adhere to all organizational policies and procedures
- The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
- Rational decision making skills
