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. To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
About the Job
We’re searching for a Senior Reporting Supervisor to lead our team as they monitor and make changes to increase productivity in operations. The ideal candidate will oversee internal and external partner requests regarding real time activities, incentives, and operating plans to achieve monthly goals and to deliver internal and external reporting.
As Senior Reporting Supervisor, You Will
- Communicate data in a clear, concise manner to the Reporting Team and Operations
- Motivate the team through relationship building and real-time coaching
- Develop solutions, strategies and action plans to improve business performance and client-partner success
- Use critical thinking to investigate and develop solutions to address AD HOC issues
- Execute client requests regarding real-time activities and staffing adjustments
- Build strong partnerships with all support groups such as Workforce Management, Human Resources, and Facilities with our client's strategy in mind
- Use industry knowledge to develop leadership training at all levels
- Manage client requests regarding real-time activities and staffing adjustments
- Deliver training and development on our values and mission
- Effectively manages individual work streams and communicates recommendations to the client
- Ensure consistency, quality, and timeliness of deliverables for assigned projects
- Partner with Operations to develop strategies to create a strong culture and drive performance
Requirements
As Senior Reporting Supervisor, You Have
- Post-secondary diploma or degree with a major in Business or related field
- A minimum of 3 years of experience in the contact center industry
- At least 2 years of experience in contact center leadership, including cross-functional teams/groups
- Experience in client relationship management and front-line supervisor development
- Previous experience using WFM tools (Aspect, Avaya, etc.)
- Strong communication skills; listening, verbal and written
- Excellent organizational and time management skills
- Experience with maintaining and developing operational statistics, financial management information, and results reporting
- Experience with Workforce Management
By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.