Resource Planner – Workforce Management

About the role

IntouchCX, a global provider of digital customer experience management, back office processing, trust and safety solutions and AI services, is looking for a Resource Planner to join its Workforce Team. The role supports resource planning from a staffing perspective, covering scheduling, tracking and assistance with intraday staffing management so that staffing levels meet performance goals.

Key responsibilities

• Manage day-to-day activities in Workforce Management
• Manage schedules, exceptions, data tracking and service levels
• Monitor daily key performance indicators to spot emerging trends and adjust staffing as needed
• Maintain accurate employee information
• Plan and create new hire schedules while tracking shift availability
• Report by program as required

Required profile

• University or college degree in a related discipline such as Computer Science, Marketing, Communications or Business; a mix of work experience and education will also be considered
• High level of accuracy with data entry
• Strong analytical and problem-solving skills
• Ability to multitask, self-manage the work day and adapt to a fast-paced environment

Required skills

• Advanced knowledge of MS Word, MS Excel and Outlook
• Adaptability to learn software such as Aspect, Teleopti and Genesys; prior experience in one of these platforms is an asset