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 are changing the way people think about customer service, and we need your help!
We’re looking for a Resource Planner to join our Workforce Team, who supports IntouchCX’s resource planning initiatives from a staffing point of view. This role is responsible for scheduling, tracking and assisting in the execution of intraday staffing management, ensuring staffing levels are sufficient to meet our overall performance goals.
As Resource Planner, You Will…
Manage all day-to-day activities in Workforce Management
Manage schedules, exceptions, data tracking and Service Levels
Monitor daily Key Performance Indicators to diagnose emerging trends and adjust staffing as required
Maintain employee information and its accuracy on an ongoing basis
Plan and create new hire schedules while tracking shift availability
Report by program as required
As Resource Planner, You Have…
University or College Degree in a related discipline - Computer Science, Marketing, Communications or Business (a combination of work experience and education will be considered)
Advanced knowledge of MS Word, MS Excel and Outlook
Adaptability to learn a variety of software programs including Aspect, Teleopti and Genesys (prior experience in one of these platforms is considered an asset)
High level of accuracy regarding data entry
Strong analytical and problem solving skills
Willingness to learn and adapt to working in a fast-paced environment
The ability to multitask and self-manage the work day
Benefits of Working as a Customer Service Agent (German/English):
- 100% Work from Home!
- Industry-leading benefits like:
- Medical and life insurance
- In & out of hospital benefits
- Mental health support line
- 20-26 paid days off per year
- On-site occupational physician
- Monthly meal vouchers
- Career path planning & E-learning career development platform
- Weekly coaching sessions
- Global incentive programs
- Fun, supportive work environment
- Opportunity to be part of a rapidly expanding global company
- Amazing career growth opportunities