Workforce Supervisor

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 seeking a Workforce Supervisor to direct, manage, and supervise a team of Workforce Analysts and Specialists. The ideal candidate will be responsible for the team’s performance and development, and will ensure that team members are focused on the delivery of company goals and client operational expectations.

As Workforce Supervisor, You Will…

• Evaluate forecasting and capacity models to give recommendations for long term staffing needs
• Provide clear communication of the forecasted workload, changes, assumptions and inputs
• Escalate discrepancies in data to management with recommendations for action
• Work with business leadership to coordinate processes to meet the operational and strategic needs of the business
• Advise on potential opportunities or hazards that affect the ability to meet strategic goals
• Analyze proposals from WFM analysts’ related to staffing needs
• Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained
• Act as initial point of contact for all assigned projects on all scheduling concerns
• Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly
• Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures
• Recommend procedural and operational guideline changes to improve communications and operational efficiency
• Directly respond to client escalations/queries with regards to Workforce Management
• Participate in daily and weekly meetings that requires workforce involvement
• Perform other duties as assigned

As Workforce Supervisor, You Have…

• A post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business)
• Have at least 2 years of Workforce Team Lead experience in both Real Time and Planning
• Have at least 2 years of Workforce Planning experience
• Experience working with Aspect and Verint 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