Jobs at IntouchCX

Directs contact center operational activities, staffing, team supervision, KPI and service-level performance, reporting, employee development, coaching, and recruiting. Analyzes operational data to identify underperformance, develops improvement solutions and incentive programs, coordinates scheduling changes, resolves escalated issues, and collaborates cross-functionally with HR, IT, workforce management, and operations support teams.

Provides break/fix IT support by installing, testing, repairing, and auditing workstations, peripherals, software, and business applications. Troubleshoots hardware and application issues, manages IT assets, maintains organizational standards, supports disaster recovery and information security procedures, and assists internal and external clients. The role also coordinates IT projects, interprets service metrics, and provides generalized support across the IT department.

Deliver training for new and existing contact center employees, develop curricula and training plans, administer knowledge assessments, and use creative adult-learning techniques. The role also supports quality monitoring, coaching, progress reporting, client communication, and trainer management. Strong communication, presentation, analytical, coaching, and problem-solving skills are required, along with familiarity with call center systems, performance statistics, Microsoft Office, and international travel.

Leads recruiting teams and volume recruitment practices, supports global recruiting strategies, partners with hiring managers on candidate selection, implements people-related initiatives, manages online recruiting presence, tracks recruitment metrics, and coaches team members on career development.

Leads contact center operations across staffing, training, quality, reporting, performance optimization, client relationships, and partner services. Oversees ramp-up initiatives, KPIs, financial performance, service-level agreements, policy compliance, workforce requirements, continuous improvement, and employee engagement. Collaborates with cross-functional stakeholders to achieve client satisfaction, operational consistency, and business growth.

Conduct high-volume interviews for agent-level roles, evaluate candidates, manage applicant tracking, answer candidate inquiries, and support onboarding. The Recruiter builds positive candidate experiences, participates in hiring events, maintains internal relationships, recommends recruiting process improvements, and provides orientation and training details. The role requires strong interpersonal, organizational, confidentiality, communication, and multitasking skills, along with schedule flexibility and comfort handling phone or in-person interactions throughout the workday.

Supervise customer service representatives, manage KPIs and service levels, coach and develop employees, analyze operational reports, resolve escalations, coordinate staffing changes, and collaborate with internal departments to improve partner and customer outcomes.