Teams 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.