Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long‑term relationships with our brand partners and empowering our people to drive positive change.
About the Job
The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.
Responsibilities
- Overlook the team in the absence of the Manager/Supervisor
- Conduct RTA huddles and pass updates to the team
- Act as SME and train new members in the team
- Monitor client enterprise service KPIs (service level) and staff performance acro...