Vice President of Workforce Management
24-7 Intouch , Nicaragua

1 Year
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
Bachelor's Degree
Total Vacancies
1 Job
Posted on
May 12, 2021
Last Date
Aug 12, 2021

Job Description

About 24-7 Intouch

24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story -

About the Job

The Vice President, Workforce Management will be a key leader at our campuses and will work collaboratively with the leadership teams globally to provide support and guidance to multiple client accounts.

As Vice President of Workforce Management, You Will

  • Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value
  • Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations
  • Ability to analyze client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency on a global level for all operations across multiple client programs
  • Manage, support, motivate, and retain an outstanding Workforce Management team
  • Support the sales organization by participating in meetings and requests for alignment
  • Maintain awareness of emerging industry tools to ensure that 24-7 Intouch remains on the cutting edge of innovative solutions
  • Perform periodical review of current company technology against other tools available
  • Motivate and inspire the team, while building trusting relationships throughout the organization
  • Develop solutions, strategies and action plans to improve business performance and client success
  • Ensure consistency, quality, and timeliness of deliverables for assigned projects


As Vice President of Workforce Management, You Have

  • University or post-secondary degree in a related discipline (Computer Science, Marketing, Communications, and Business)
  • 10+ years management experience within a contact center Workforce department required
  • Experience working with Aspect software considered an asset
  • Experience managing per minute and/or per contact accounts (preferred)
  • Experience in client relationship management
  • Ability to be creative, transparent and adaptive in a constantly changing environment
  • Strong verbal and written communication skills
  • Proven tactical and strategic management skills
  • Possess strong analytical, problem solving and decision making skills
  • Demonstrate a positive work ethic and commitment to achieve the best possible outcome
  • Results driven, able to focus on organizational growth and financial performance
  • Ability to adapt to change and innovation

By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

Job Specification

24-7 Intouch

Information Technology and Services - Manila, Philippines