Qureos Mentor

IntouchCX

IntouchCX is a leader in revolutionizing the global customer experience across various industries. They provide value-driven customer experience management, digital engagement, and AI and automation solutions to well-known brands. With a focus on long-term growth, IntouchCX partners with clients to optimize their customer experience through a data-driven approach, ensuring alignment with strategic goals and enhancing team performance. Their commitment to innovation and creativity has established them as a disruptive force in the industry for over 20 years.

About IntouchCX
 
IntouchCX is a global 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
 
We’re changing the way people think about customer care, and we need your help!
 
We’re looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.
 
As Team Lead (French/English Bilingual), You Will…
 
<ul>
<li>Manage and supervise CSRs</li>
<li>Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees</li>
<li>Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements</li>
<li>Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas</li>
<li>Use critical thinking to develop solutions to improve business performance and partner success</li>
<li>Motivate teams through relationship building and real-time coaching</li>
<li>Develop incentive programs to motivate CSRs to achieve desired outcomes</li>
<li>Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team</li>
<li>Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues</li>
<li>Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings</li>
<li>Gain expert level knowledge on all partner products and promotions</li>
<li>Demonstrate a positive work ethic and commitment to achieve the best possible outcomes</li>
<li>Act as a role model and exemplify our 10 Things (cultural values)</li>
</ul>
As Team Lead (French/English Bilingual), You Have…
 
<ul>
<li>High school diploma or equivalent (required)</li>
<li>Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)</li>
<li>Must be fluent in French and English, written and oral</li>
<li>1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role</li>
<li>Experience dealing with escalated issues in a contact center capacity</li>
<li>The ability to type 30 WPM with accuracy</li>
<li>Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset</li>
<li>The ability to use spreadsheet applications to maintain and develop operational reporting</li>
<li>Exceptional time management, organizational and prioritization skills to complete work in a timely manner</li>
<li>Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment</li>
<li>The ability to work a variety of shifts, including days, evenings and holidays</li>
</ul>

Team Lead (French/English Bilingual)

About IntouchCX
 IntouchCX is a global 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
 
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 Operations to be involved in all facets of the contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.
 
As Director of Operations, You Will…
 
<ul>
<li>Drive “best practices” in all areas of responsibility</li>
<li>Ensure proper planning, staffing, training and development is achieved across all teams</li>
<li>Be responsible for ramp-up drives and goals</li>
<li>Create action plans for continuous growth and improvement, business development and client satisfaction</li>
<li>Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service</li>
<li>Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies & processes</li>
<li>Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture</li>
<li>Motivate and inspire teams, while building trusting relationships throughout the organization</li>
<li>Develop and execute motivational incentives on the floor</li>
<li>Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations</li>
<li>Maintain close auditing cadence through reporting, observations and personal contact</li>
<li>Work directly with Operations Workforce Optimization teams to deliver client staffing requirements</li>
</ul>
As Director of Operations, You Have…
 
<ul>
<li>Post-secondary diploma or degree with a major in Business</li>
<li>7 - 9 years of experience in contact center leadership, including managing cross-functional teams</li>
<li>5 years of relevant experience in client relationship management</li>
<li>Experience in analyzing/influencing profit & loss statements and performing cost analysis</li>
<li>Experience with maintaining and developing operational statistics, financial management information and results reporting</li>
<li>Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments</li>
<li>Excellent organizational and time management skills with the ability to work under tight deadlines</li>
<li>The ability and motivation to meet program and internal business KPIs</li>
<li>The ability to implement change and innovation throughout teams</li>
</ul>
IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
 Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.
 
U.S Department of Labor Posters
 
Benefits of Working as a Director of Operations…
 
<ul>
<li>Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)</li>
<li>Amazing career growth opportunities</li>
</ul>

Director of Operations

About IntouchCX
 
IntouchCX is a global 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
 
We are looking for a meticulous and detail-oriented Payroll Assistant to join our team. The ideal candidate will assist in processing and managing payroll activities, ensuring accurate and timely employee compensation. You will work closely with the Payroll Manager and the Human Resources department to ensure compliance with all payroll-related policies and regulations.
 
As Payroll Assistant, You Will…
 
<ul>
<li>Assist in the preparation and processing of employee payroll on an ongoing basis (payroll is currently performed monthly).</li>
<li>Ensure that wages, bonuses, overtime, and deductions are calculated accurately and properly entered into the payroll system.</li>
<li>Verify employee time records and resolve discrepancies.</li>
<li>Maintain accurate and up-to-date payroll records, including employee hours, pay rates, KPIs, benefits, and deductions. In addition, ensure all changes (new hires, terminations, promotions, etc.) are reflected in the payroll system, Tracking DTR, Annual leave balances.</li>
<li>Collecting e-invoice records from the ETA website and sharing them through Google Sheets.</li>
<li>Collect expense records and WHT records.</li>
<li>Assist with the calculation of payroll-related taxes and deductions, including federal, state, and local taxes, and contributions to retirement plans, insurance, and other employee benefits.</li>
<li>Ensure compliance with legal and company payroll policies regarding tax laws and deductions.</li>
<li>Prepare and assist in generating payroll reports as required by the finance team, management, and external agencies, as required.</li>
<li>Assist in the preparation of year-end reports, such as tax filings, and other government-required documentation.</li>
<li>Respond to employee inquiries regarding payroll issues (pay discrepancies, tax deductions, benefits, etc.) in a timely and professional manner.</li>
<li>Ensure clear communication and resolution of any payroll-related concerns.</li>
<li>Stay updated on relevant payroll laws and regulations, ensuring compliance with federal, state, and local labor laws.</li>
<li>Assist in audits and other compliance-related activities.</li>
<li>Provide administrative support to the HR and Finance departments as required.</li>
<li>Assist in other payroll-related tasks and projects as needed.</li>
</ul>
As Payroll Assistant, You Need…
 
<ul>
<li>High school diploma or equivalent required; Associate’s degree in Accounting, Finance, Human Resources, or a related field is preferred.</li>
<li>1-2 years of experience in payroll processing or related administrative roles.</li>
<li>Previous experience with Odoo payroll software is a plus.</li>
<li>Strong attention to detail and accuracy.</li>
<li>Ability to maintain confidentiality and handle sensitive information.</li>
<li>Proficient in Microsoft Office Suite (Excel, Word, etc.).</li>
<li>Excellent communication and interpersonal skills.</li>
<li>Strong organizational and time-management skills.</li>
<li>Ability to work under pressure and meet deadlines.</li>
</ul>

Payroll Assistant

About IntouchCX
 
IntouchCX is a global 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
 
We are changing the way people think about customer service, and we need your help!
 We are seeking a Quality Assurance Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and success of our clients.
 
As Quality Assurance Manager, You Will…
 
<ul>
<li>Lead conversations, both written and verbal, with clients and team members of all levels</li>
<li>Ensure assigned Key Performance Indicators are achieved (Ex. Call Handle Time, Email Response Time, Quality and Customer Satisfaction Indices)</li>
<li>Identify trends and challenges, and develop plans to correct problem areas</li>
<li>Work closely with the Training team to ensure new-hires and tenured team members are receiving effective training</li>
<li>Ensure compliance operating processes and procedures, including all required security measures</li>
<li>Utilize essential soft skills to deliver guidance to team members of every level</li>
<li>Flex as needed to our fast-paced, fun, and exciting work environment that changes quickly to meet the needs of the business</li>
</ul>
As Quality Assurance Manager, You Have…
 
<ul>
<li>3-5 years of experience in a leadership role, preferably in the customer service industry</li>
<li>Bachelor Degree or other post-secondary degree in a relatable field</li>
<li>Excellent verbal & written communication skills and strong emotional intelligence</li>
<li>Leadership, decision-making and analytical skills</li>
<li>Ability to evaluate and synthesize data</li>
<li>Excellent attention to detail</li>
<li>Strong aptitude for process thinking</li>
<li>Strong knowledge of Word, Excel & Powerpoint</li>
<li>Some travel may be required</li>
</ul>

Quality Assurance Manager

About IntouchCX
 
IntouchCX is a global 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
 
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 Senior Operations Manager to drive performance and operational excellence for our partners. Our ideal candidate is a leader with a drive to deliver extraordinary results. This role requires a fearless attitude and a passion to contribute to our culture.
 
As Senior Operations Manager, You Will…
 
<ul>
<li>Ensure proper planning, staffing, and direction of operational functions</li>
<li>Review team performance daily to ensure optimal production is reached</li>
<li>Ensure proficient training and staff development is achieved across all teams</li>
<li>Develop and execute motivational incentives on the floor</li>
<li>Be responsible for ramp-up drives and goals</li>
<li>Analyze reports and program data, highlighting Key Performance Indicators (KPIs)</li>
<li>Create action plans for continuous improvement</li>
<li>Ensure Service Level Agreements are met with optimum quality & service</li>
<li>Authorize and coordinate staffing schedule changes</li>
<li>Participate in partner calls and meetings</li>
</ul>
As Senior Operations Manager, You Have…
 
<ul>
<li>5 to 7 years of management experience in the call center industry</li>
<li>A post-secondary diploma or degree with a major in Business</li>
<li>Client relationship management experience</li>
<li>Experience with managing budgets and understanding statistics</li>
<li>Experience maintaining and developing operational statistics, financial management information and results reporting</li>
<li>Excellent communication skills, both verbal and written</li>
<li>Above average organizational and time management skills</li>
<li>Ability to work under tight deadlines</li>
<li>Ability to implement change and innovation</li>
<li>Ability to communicate with various positions and departments</li>
</ul>

Senior Operations Manager

About IntouchCX
 
IntouchCX is a global 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
 
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 Operations to be involved in all facets of the contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.
 
As Director of Operations, You Will…
 
<ul>
<li>Drive “best practices” in all areas of responsibility</li>
<li>Ensure proper planning, staffing, training and development is achieved across all teams</li>
<li>Be responsible for ramp-up drives and goals</li>
<li>Create action plans for continuous growth and improvement, business development and client satisfaction</li>
<li>Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service</li>
<li>Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies & processes</li>
<li>Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture</li>
<li>Motivate and inspire teams, while building trusting relationships throughout the organization</li>
<li>Develop and execute motivational incentives on the floor</li>
<li>Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations</li>
<li>Maintain close auditing cadence through reporting, observations and personal contact</li>
<li>Work directly with Operations Workforce Optimization teams to deliver client staffing requirements</li>
</ul>
As Director of Operations, You Have…
 
<ul>
<li>Post-secondary diploma or degree with a major in Business</li>
<li>7 - 9 years of experience in contact center leadership, including managing cross-functional teams</li>
<li>5 years of relevant experience in client relationship management</li>
<li>Experience in analyzing/influencing profit & loss statements and performing cost analysis</li>
<li>Experience with maintaining and developing operational statistics, financial management information and results reporting</li>
<li>Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments</li>
<li>Excellent organizational and time management skills with the ability to work under tight deadlines</li>
<li>The ability and motivation to meet program and internal business KPIs</li>
<li>The ability to implement change and innovation throughout teams</li>
</ul>

<div>
 
 About IntouchCX
 
 
 
 IntouchCX is a global leader in digital customer experience management, back office processing, trust &amp; safety solutions, and AI services. For over 25 years, we&rsquo;ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
 
 
 
 About The Job
 
 
 
 We are changing the way people think about customer service, and we need your help! We&rsquo;re seeking a Trainer to deliver training modules and run classes for our team members.
 
 
 Are you a leader with a passion to help people learn? This role is responsible for delivering training materials to our team members using creative teaching techniques. We&rsquo;re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum development.
 
 
 As Training Facilitator, You Will&hellip;
 
 
 <ul>
 <li>
 Provide training to new and existing employees
 </li>
 <li>
 Develop and deliver training plans and curriculum to classes of up to 25 people
 </li>
 <li>
 Develop and utilize a variety of creative teaching techniques
 </li>
 <li>
 Develops and administers knowledge assessment testing
 </li>
 <li>
 Assist with QA monitoring, feedback and coaching
 </li>
 <li>
 Maintain up-to-date reporting on training progress, effectiveness and improvements
 </li>
 <li>
 Stay informed of current client products and services
 </li>
 <li>
 Interact with partners, ensuring they understand the training environment, successes and opportunities for development
 </li>
 <li>
 Manage new Trainers and Training Facilitators
 </li>
 <li>
 International Travel is Required
 
 
 </li>
 </ul>
 As Training Facilitator, You Have&hellip;
 
 
 <ul>
 <li>
 BS/BA in Education or Business Administration or equivalent work experience preferred
 </li>
 <li>
 Knowledge of adult learning principles and the ability to implement these principles into a training curriculum
 </li>
 <li>
 3+ years previous contact center experience preferred
 </li>
 <li>
 Experience in customer service training
 </li>
 <li>
 Experience in coaching and mentoring
 </li>
 <li>
 Knowledge of existing and emerging training methods and tools
 </li>
 <li>
 Knowledge of call center systems, ACD/IVR and performance statistics
 </li>
 <li>
 Strong verbal and written communication skills, including presentation skills
 </li>
 <li>
 Strong analytical and problem solving skills
 </li>
 <li>
 Ability to build rapport with clients and interact with team members at various position levels
 </li>
 <li>
 Ability to multitask effectively and work in a fast paced environment
 </li>
 <li>
 Ability to develop employees through positive motivation
 </li>
 <li>
 Ability to adapt to change and innovation
 </li>
 <li>
 Ability to potentially travel
 </li>
 <li>
 Skills in MS Office programs (Word, Excel and PowerPoint)
 </li>
 <li>
 Valid travel documents for international travel
 </li>
 </ul>
</div>

Training Facilitator

Join IntouchCX and explore 11   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

IntouchCX

About Company

Team Lead (French/English Bilingual)

Director of Operations

Payroll Assistant

Quality Assurance Manager

Senior Operations Manager

Director of Operations

Training Facilitator