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 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

Resource Planner

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