Wfm Manager
- IntouchCX
- 5 - 10 years
- Hyderabad
- 8 months ago
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Job Description
About the Job
We are changing the way people think about customer care, and we need your help!
Were seeking a Workforce Manager to direct, manage and supervise all activities related to the Workforce team for a dedicated IntouchCX program. Were looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our programs.
As Workforce Manager, You Will
- Work closely with Operations to ensure all team members are focused on the delivery of company goals and objectives of our partners
- Interact with external partners and develop long term relationships
- Assist in analyzing partner metrics and staffing on a consistent basis
- Make recommendations for efficiencies on programs
- Actively manage, support, motivate and retain members of the Workforce team
- Participate in Sales meetings and requests for information
- Maintain awareness of emerging industry tools
As Workforce Manager, You Have
- A University or College Degree in a related discipline (Computer Science, Marketing, Communications, Business)
- Experience working with Aspect 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
- Ability to think strategically
- Ability to plan and monitor for results
Job Classification
Industry: Analytics / KPO / ResearchFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: IEX Capacity Planning Workforce Management Rostering Real Time Analysis Scheduling Forecasting Workforce Planning RTA Avaya
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