Qureos Mentor

IntouchCX

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>

Director of Operations

<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

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’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’re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum development.
 
As Training Facilitator, You Will…
 <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…
 
<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>

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 searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus’s overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.
 
As Operations Manager, You Will…
 <ul>
<li>Ensure proper planning, staffing and direction of the operational functions</li>
<li>Manage and supervise teams</li>
<li>Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees</li>
<li>Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service</li>
<li>Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas</li>
<li>Develop customized reporting to measure and track operational statistics, data and results</li>
<li>Develop solutions to improve business performance and partner success</li>
<li>Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues</li>
<li>Motivate teams through relationship building and real-time coaching</li>
<li>Develop and deploy incentive programs to motivate employees to achieve desired outcomes</li>
<li>Authorize and 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 resolve issues</li>
<li>Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings</li>
</ul>
As Operations Manager, You Have…
 <ul>
<li>Completion of post-secondary education (a major in Business or Commerce will be considered an asset)</li>
<li>A minimum of 5 years of experience in the contact center industry</li>
<li>At least 3 years of experience in an Operations Management role overseeing front-line employees</li>
<li>Bilingual in both French and English is highly preferred</li>
<li>Experience in client relationship management and employee development/coaching</li>
<li>Experience dealing with escalated issues in a contact center capacity</li>
<li>The ability to successfully work across cross-functional teams</li>
<li>A positive work ethic and commitment to achieve the best possible outcomes</li>
<li>The passion to be a role model that exemplifies our 10 Things (cultural values)</li>
<li>Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner</li>
<li>Excellent communication skills; listening, verbal and written</li>
<li>Ability to assess the “big picture” and draw connections between inputs and outputs</li>
<li>Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations</li>
<li>Ability to use spreadsheet applications to maintain and develop operational and financial data reporting</li>
<li>Ability to type 30 WPM with accuracy</li>
<li>Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment</li>
<li>Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred</li>
</ul>

Operations Manager

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
 
The primary responsibilities for the IT Generalist position are the maintenance and repair of computer hardware and software in a break/fix environment.
 
As IT Generalist, You Will…
 
<ul>
<li>Install and test workstations (break/fix), fix performance issues, diagnose/replace hardware and software related problems</li>
<li>Ensure workstations are functional (computer hardware peripherals/components)</li>
<li>Troubleshoot/report specific line of business program issues (Logical Agent/LivePerson/third-party applications)</li>
<li>Verify application results, conduct system audits</li>
<li>Be accountable for tracking and organization of physical hardware and other IT assets</li>
<li>Develop and manage organizational and IT standards</li>
<li>Maintain cleanliness and organization of the IT department and stations</li>
<li>Engage with internal and external clients providing updates and solutions, as well as ensuring compliance relating to all IT components</li>
<li>Provide generalized IT support as required</li>
<li>Interpret service delivery key metrics to problem solve</li>
<li>Complete projects by coordinating resources and timetables with others</li>
<li>Verify application results by conducting system audits of technologies implemented</li>
<li>Preserve assets by adhering to disaster recovery and backup procedures and information security and control structures</li>
<li>Maintain quality service by establishing and enforcing organization standards</li>
<li>Provide support for the entire IT department and company as needed</li>
</ul>
As IT Generalist, You Have…
 
<ul>
<li>A high school diploma or equivalent required</li>
<li>Post-secondary or completion of post-secondary schooling preferred</li>
<li>Previous experience with ChromeOS devices is preferred</li>
<li>Adaptability to learn a variety of software programs</li>
<li>The ability to multitask and self-manage your work day is crucial</li>
<li>Ability to work in a fast paced and time sensitive environment</li>
<li>Excellent time and project management skills</li>
<li>Strong customer relations & presentation skills</li>
<li>Excellent communication and presentation skills, with a strong attention to detail</li>
<li>Strong analytical and customer service skills, and ability to work independently and as part of a team</li>
<li>A highly resourceful, proactive, and reliable attitude</li>
<li>Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds</li>
</ul>

IT Generalist

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
 
We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.
 
As Real Time Analyst, You Will…
 
<ul>
<li>Evaluate large amounts of data</li>
<li>Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members</li>
<li>Adjust staffing and scheduling according to changing needs of the business</li>
<li>Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients</li>
<li>Monitor schedules and escalate issues regarding attendance adherence</li>
<li>Work with team members to ensure they know their statistics related to the schedule</li>
</ul>
As Real Time Analyst, You Have…
 
<ul>
<li>High school diploma or equivalent (required)</li>
<li>Some post-secondary or completion of post-secondary schooling (preferred)</li>
<li>Good communication skills</li>
<li>Advanced knowledge of MS Word and Excel</li>
<li>Adaptability to learn a variety of software programs</li>
<li>A high level of accuracy with regards to data entry</li>
<li>Strong analytical and problem solving skills</li>
<li>Willingness to learn and adapt to working in a new environment</li>
<li>The ability to multitask and self-manage your work day</li>
</ul>

Real Time Analyst

Join IntouchCX and explore 7   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

Senior Operations Manager

Director of Operations

Training Facilitator

Training Facilitator

Operations Manager

IT Generalist

Real Time Analyst