# job

ext_id: 8641
published: 2026-03-25 00:56:21+00:00
title: Team Lead (Supervisor)
location: Clark Freeport, Central Luzon, PH
location_string: Clark Freeport Zone, Central Luzon, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/8641
experience_level: SE
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>We’re changing the way people think about customer care, and we need your help!<br/><br/>We’re looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training  and career pathing plans.<br/><br/>As Team Lead, You Will…<br/><br/><br/>Manage and supervise CSRs<br/><br/><br/>Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees<br/><br/><br/>Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements<br/><br/><br/>Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas<br/><br/><br/>Use critical thinking to develop solutions to improve business performance and partner success<br/><br/><br/>Motivate teams through relationship building and real-time coaching<br/><br/><br/>Develop incentive programs to motivate CSRs to achieve desired outcomes<br/><br/><br/>Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team<br/><br/><br/>Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues<br/><br/><br/>Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings<br/><br/><br/>Gain expert level knowledge on all partner products and promotions<br/><br/><br/>Demonstrate a positive work ethic and commitment to achieve the best possible outcomes<br/><br/><br/>Act as a role model and exemplify our 10 Things (cultural values)<br/><br/><br/>As Team Lead, You Have…<br/><br/><br/>High school diploma or equivalent (required)<br/><br/><br/>Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)<br/><br/><br/>1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role<br/><br/><br/>Experience dealing with escalated issues in a contact center capacity<br/><br/><br/>The ability to type 30 WPM with accuracy<br/><br/><br/>Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset<br/><br/><br/>The ability to use spreadsheet applications to maintain and develop operational reporting<br/><br/><br/>Exceptional time management, organizational and prioritization skills to complete work in a timely manner<br/><br/><br/>Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment<br/><br/><br/>The ability to work a variety of shifts, including days, evenings and holidays


ext_id: 8747
published: 2026-03-25 00:56:21+00:00
title: Dialer Manager
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/8747
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>We’re searching for a Dialer Manager to be responsible for the support of enterprise Dialer, SMS, and IB routing intraday configuration and administration. This position resides within the Collections Strategy &amp; Performance Management Team and supports the Collection and Recovery departments.<br/><br/>The Dialer Manager will assist in managing key Collections &amp; Recovery initiatives including in-house and vendor placement strategies. This role will also interface on occasion with other department operations, daily operations review, and audit/compliance staff.<br/><br/><br/>As Dialer Manager, You Will…<br/><br/>   • Be responsible for the development and deployment of performance monitoring dashboards and skills assessment reporting in collaboration with other members of the Strategy Analytics Team and CDO.<br/>   • Support weekly/monthly adjustments to align with new and changing collection strategy configuration.<br/>   • Engage collaboratively with our Strategy, IT, Audit, and CDO teams to deliver upon assigned tasks.<br/>   • Support all projects that directly involve dialer support.<br/>   • Monitor daily strategy performance by using existing reports and collaborating with the Contact Strategy team, and suggest new approaches to accomplish KPI goals set out by Strategy and Analytics.<br/>   • Review and update dialer settings to optimize dialer performance.<br/>   • Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance.<br/>   • Assist in the development of other team members and provide day-to-day mentoring and guidance as requested by leadership.<br/>   • Collaborate cross-divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business needs.<br/><br/><br/>As Dialer Manager, You Need…<br/><br/>   • Bachelor's degree in Business Administration, Accounting, Economics, Finance, or related experience.<br/>   • 5+ years of relevant experience in Dialer Operations or Dialer Administration within Financial Services, or related areas.<br/>   • Automotive Finance industry background is a plus.<br/>   • Experience supporting telephony and ALM platforms preferred.<br/>   • The ability to make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.<br/>   • Exceptional listening and communication skills to effectively convey written and verbal information.<br/>   • Strong PC skills; Microsoft Access, Excel, Word, and PowerPoint.


ext_id: 8760
published: 2026-03-25 00:56:21+00:00
title: Communications Manager
location: Bengaluru, KA, IN
location_string: Bengaluru, Karnataka, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/8760
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>IntouchCX is looking for a Communications Manager to support our strategic communications initiatives across both internal and external channels. We need a talented, driven, creative professional who thrives in an entrepreneurial, fast-paced environment. Does this sound like you? Read on!<br/><br/>Reporting directly to the Communications Director, you’ll play a key role in keeping over 35,000 employees around the world connected to our company and our culture, you will collaborate with cross-functional and cross-cultural teams, executives, and other key collaborators to craft compelling narratives that resonate with internal and external audiences. You'll join a team that's a trusted advisor to senior leaders and key stakeholders across the company and utilizes a variety of channels and tools to reach its target audiences. You will join a dynamic, innovative and fast-paced company.<br/><br/><br/>As Communications Manager, You Will…<br/><br/>   • Develop and implement the corporate communication strategy, aligned with business goals and the broader organizational objectives.<br/>   • Develop and execute global public relations and media relations strategies<br/>   • Translate complex information into clear, impactful messages.<br/>   • Collaborate with and recommend content strategy, media placement, and timing for communications to multiple department and regional leads throughout the organization.<br/>   • Ideate and execute opportunities to strengthen brand positioning and prominence in our markets through media relations, industry publications, and earned media.<br/>   • Write and edit high-quality content, including press releases and media kits, ensuring alignment with the company’s brand voice and messaging.<br/>   • Execute crisis &amp; issues communication efforts for the different campuses and geographies, providing recommendations, tools, and support.<br/>   • Manage, develop, and update content for the corporate website and internal communication platforms on a daily basis.<br/>   • Maintain consistency across all communication channels while adapting messages to resonate authentically with local audiences and reflect our brand with diverse and global audiences, ensuring compliance with local regulations and cultural sensitivities.<br/>   • Define the regional &amp; local channel strategy for monthly communications to be effective, efficient and impactful.<br/>   • Write, edit, and develop multiple communications campaigns across the organization.<br/>   • Manage our corporate and regional editorial calendar to ensure messaging, content frequency, and channels are effective and consistent.<br/>   • Establishing metrics to assess the effectiveness of communication strategies, campaigns and channels<br/>   • Develop and support strategic communications programs to connect employees across the organization.<br/>   • Support other marketing programs, projects and initiatives as needed.<br/>   • Manage deadlines and project plans, ensuring timelines and deadlines are met.<br/><br/><br/>As Communications Manager, You Need…<br/><br/>   • 5+ years of similar work experience in communications targeting a global audience, with a focus on communications strategy, content development, editorial management, media relations and internal and external communications.<br/>   • A degree or diploma in a Communications or Marketing specialty, or an equivalent combination of education and experience<br/>   • A strong portfolio that demonstrates your abilities to communicate and engage with a defined audience<br/>   • Experience as a creative thinker, technical writer, and storyteller.<br/>   • C1 English level<br/>   • External communications, public relations and media management experience<br/>   • Experience using Google Workspace and intranet platforms<br/>   • Excellent copywriting and proofreading skills<br/>   • Ability to work both independently and within a team environment<br/>   • Ability to operate in a fast-paced work environment and switch gears quickly between projects and deadlines<br/>   • Strong problem solving and decision-making skills<br/>   • Superior attention to detail with an eye for accuracy


ext_id: 9266
published: 2026-03-25 00:56:21+00:00
title: Quality Assurance Engineer
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/9266
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are looking for a Quality Assurance Engineer to focus on building test cases, handling manual testing, and executing regression testing to maintain software quality standards. The role requires attention to detail, strong analytical skills, and the ability to collaborate with cross-functional teams to ensure optimal software performance.<br/><br/><br/>As a Quality Assurance Engineer, You Will…<br/><br/>   • Create, maintain, and execute manual test cases based on business requirements.<br/>   • Perform regression testing to verify software stability after updates.<br/>   • Identify, document, and track defects through resolution.<br/>   • Work closely with developers and product teams to ensure quality standards are met.<br/>   • Provide feedback and recommendations to improve software usability and functionality.<br/>   • Participate in sprint planning and requirement analysis to ensure test coverage.<br/><br/><br/>As a Quality Assurance Engineer, You Need…<br/><br/>   • 2+ years of experience in Automation testing.<br/>   • Bachelor’s degree in computer science, IT, or related field.<br/>   • Experience in automation testing using Cypress is required.<br/>   • Experience in other automation tools (eg, Selenium, Playwright) is a plus.<br/>   • Strong understanding of software testing methodologies.<br/>   • Familiarity with manual testing, test case development, and regression testing.<br/>   • Excellent problem-solving &amp; analytical skills.<br/>   • Strong communication and collaboration abilities.<br/>   • Ability to work in a fast-paced, agile development environment.


ext_id: 9268
published: 2026-03-25 00:56:21+00:00
title: Full Stack Developer Team Lead
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/9268
experience_level: SE
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are seeking a Full Stack Developer Team Lead with an entrepreneurial mindset, a fearless attitude and a passion to take software technology to the next level. The ideal candidate will ensure all projects are delivered on time and with a high level of quality.<br/><br/>As Full Stack Developer Team Lead, You Will…<br/><br/>   • Build robust and scalable software in Angular 2+, TypeScript, and Java 11 according to business needs and project schedules<br/>   • Build RESTful services and client applications that consume RESTful services using JSON payloads<br/>   • Extract business logic from existing JSF/Java codebase, for re-implementing in REST controllers and Angular front end<br/>   • Ensure code quality through writing unit tests, automation, and performing code reviews<br/><br/>As Full Stack Developer Team Lead, You Have…<br/><br/>   • 7+ years of experience in a similar position with a strong proficiency in the technologies listed below<br/>   • Previous mentorship and strong organizational skills is a must<br/>   • Experience with full lifecycle software development with enterprise-level web application development, Java programming, relational databases, and source code control tools<br/>   • 2+ years of full-stack development experience with Java/JavaScript/Angular/TypeScript<br/>   • Proficiency with test automation frameworks (Cypress, Protractor)<br/>   • Proficiency with relational databases and SQL<br/>   • A track record of projects completed on time<br/>   • Excellent organizational, verbal and written communication skills<br/>   • Ability to drive development efforts toward solving business needs<br/>   • Strong systems and analytical thinking with a keen attention to detail and dependencies


ext_id: 9359
published: 2026-03-25 00:56:21+00:00
title: Human Resources Generalist
location: Bengaluru, KA, IN
location_string: Bengaluru, Karnataka, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/9359
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Human Resource Generalist (Employee Relations Specialist) is responsible for providing positive employee relations through various functions in support of operational goals and objectives for overall organizational success.<br/><br/><br/>As Human Resources Generalist (Employee Relations Specialist), You Will…<br/>   • Manage internal inquiries with internal stakeholders in a timely manner for overall positive relationships<br/>   • Assist operations with performance management process and discussions<br/>   • Engage with operations by participating in meetings to support goals and objectives<br/>   • Work with employees on requests for various leaves including medical and family leaves, as well as accommodation requests<br/>   • Engage with Operations on all Employee Relations issues and concerns<br/>   • Policy administration<br/>   • Conduct investigations on concerns submitted from employees<br/>   • Conduct special projects and other HR duties as assigned<br/>   • General office management and administration<br/><br/>As Human Resources Generalist (Employee Relations Specialist), You Have…<br/>   • High school diploma or equivalent is required<br/>   • Secondary education in Human Resources, CPHR/CPHR Candidate/SHRM Designation preferred<br/>   • Experience in a large organization or supervisory level experience in small organization<br/>   • Must have minimum of 3-5 years of HR experience in a fast-paced environment<br/>   • Demonstrate expertise in developing and maintaining relationships with a diverse group of internal and external stakeholders<br/>   • Above average verbal and written communication skills - to facilitate to large groups, handle difficult conversations and speak accurately, use proper grammar, good enunciation<br/>   • Strong analytical, problem solving and decision-making skills<br/>   • Demonstrate good listening, patience, and collaborative skills<br/>   • Must be able to self-manage daily duties and time in a fast-paced, dynamic, and ever changing environment; ability to adapt to change<br/>   • The ability to organize and follow-up multiple tasks/details with accuracy and timeliness<br/>   • Service oriented with a focus and understanding on the client’s needs<br/>   • The ability to have an innovation spirit and think outside the box


ext_id: 9480
published: 2026-03-25 00:56:21+00:00
title: Real Time Analyst
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/9480
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.<br/><br/>As Real Time Analyst, You Will…<br/>   • Evaluate large amounts of data<br/>   • Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members<br/>   • Adjust staffing and scheduling according to changing needs of the business<br/>   • Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients<br/>   • Monitor schedules and escalate issues regarding attendance adherence<br/>   • Work with team members to ensure they know their statistics related to the schedule<br/><br/>As Real Time Analyst, You Have…<br/>   • High school diploma or equivalent (required)<br/>   • Some post-secondary or completion of post-secondary schooling (preferred)<br/>   • Good communication skills<br/>   • Advanced knowledge of MS Word and Excel<br/>   • Adaptability to learn a variety of software programs<br/>   • A high level of accuracy with regards to data entry<br/>   • Strong analytical and problem solving skills<br/>   • Willingness to learn and adapt to working in a new environment<br/>   • The ability to multitask and self-manage your work day


ext_id: 9545
published: 2026-03-25 00:56:21+00:00
title: Senior Capacity Planner
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/9545
experience_level: SE
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are looking for a dynamic and analytical Senior Capacity Planner with strong client-facing skills to join our Workforce Management team. This role will play a key part in driving operational efficiency through precise capacity planning while also serving as a strategic partner to external clients. The ideal candidate will possess a deep understanding of workforce dynamics, strong forecasting and planning capabilities, and the communication skills necessary to translate insights into impactful client conversations.<br/><br/>As Senior Capacity Planner, You Will…<br/><br/>   • Develop short, mid, and long-term capacity plans in line with forecasted demand, productivity, attrition, and hiring inputs.<br/>   • Serve as the primary WFM point of contact for client interactions, presenting plans, reports, and recommendations regularly.<br/>   • Collaborate with client-side and internal stakeholders to align on forecast assumptions, business changes, and service level expectations.<br/>   • Present capacity models and staffing strategies during client governance calls, QBRs, or ad hoc reviews.<br/>   • Partner with internal teams (HR, Operations, Recruitment, Finance) to ensure seamless execution of capacity plans.<br/>   • Build robust “what-if” scenarios to model the impact of changes in demand, headcount, and shrinkage.<br/>   • Identify operational gaps or risks and proactively escalate with clear data-backed insights.<br/>   • Maintain high standards of reporting accuracy and transparency in all client-facing documentation and presentations.<br/><br/>As Senior Capacity Planner, You Need…<br/><br/>   • Bachelor's degree in Mathematics, Statistics, Business, Engineering, or related fields (Master’s preferred).<br/>   • BPO Experience of 4-5 years minimum.<br/>   • 2 to 3 years’ experience working as a front-line Capacity Planner - Voice, Email, Chat, and SMS channel.<br/>   • Proficiency utilizing NICE IEX Workforce software.<br/>   • Working Knowledge of  AWS, Salesforce preferred.<br/>   • Experience with analytics platforms or languages (SQL, Tableau, Power BI, R, Python) is considered an asset.<br/>   • Excellent communication and presentation skills to effectively articulate findings and recommendations to stakeholders at various levels.<br/>   • Ability to work independently and manage multiple projects simultaneously.<br/>   • Excellent analytical, problem-solving, and communication skills.<br/>   • High attention to detail with the ability to manage multiple priorities in a fast-paced environment.<br/>   • Strong stakeholder management and the ability to translate data into actionable insights.


ext_id: 9581
published: 2026-03-25 00:56:21+00:00
title: Training Facilitator
location: NCR, PH
location_string: Metro Manila, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/9581
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>We are changing the way people think about customer service, and we need your help! We’re seeking a Trainer to deliver training modules and run classes for our team members.<br/><br/>Are you a leader with a passion to help people learn? This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum development.<br/><br/>As Training Facilitator, You Will…<br/>   • Provide training to new and existing employees<br/>   • Develop and deliver training plans and curriculum to classes of up to 25 people<br/>   • Develop and utilize a variety of creative teaching techniques<br/>   • Develops and administers knowledge assessment testing<br/>   • Assist with QA monitoring, feedback and coaching<br/>   • Maintain up-to-date reporting on training progress, effectiveness and improvements<br/>   • Stay informed of current client products and services<br/>   • Interact with partners, ensuring they understand the training environment, successes and opportunities for development<br/>   • Manage new Trainers and Training Facilitators<br/>   • International Travel is Required<br/><br/>As Training Facilitator, You Have…<br/><br/>   • BS/BA in Education or Business Administration or equivalent work experience preferred<br/>   • Knowledge of adult learning principles and the ability to implement these principles into a training curriculum<br/>   • 3+ years previous contact center experience preferred<br/>   • Experience in customer service training<br/>   • Experience in coaching and mentoring<br/>   • Knowledge of existing and emerging training methods and tools<br/>   • Knowledge of call center systems, ACD/IVR and performance statistics<br/>   • Strong verbal and written communication skills, including presentation skills<br/>   • Strong analytical and problem solving skills<br/>   • Ability to build rapport with clients and interact with team members at various position levels<br/>   • Ability to multitask effectively and work in a fast paced environment<br/>   • Ability to develop employees through positive motivation<br/>   • Ability to adapt to change and innovation<br/>   • Ability to potentially travel<br/>   • Skills in MS Office programs (Word, Excel and PowerPoint)<br/>   • Valid travel documents for international travel


ext_id: 9788
published: 2026-03-25 00:56:22+00:00
title: Google Cloud Platform Administrator
location: Tegucigalpa, Francisco Morazán Department, HN
location_string: Tegucigalpa, Francisco Morazán, Honduras
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/9788
experience_level: MI
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/>We are currently seeking a highly skilled and experienced Google Cloud Platform (GCP) Administrator to join our dynamic team. This role is crucial for managing and optimizing our cloud infrastructure to support our data architects and reporting analysts, ensuring high performance and reliability of our data operations.<br/><br/>As Google Cloud Platform Administrator, You Will…<br/>   • Administer and manage Google Cloud Platform services and infrastructure, supporting solutions including BigQuery, Bigtable, and Compute Engine<br/>   • Collaborate with data architects to implement and maintain scalable and efficient GCP environments tailored to the company's data handling and analysis needs<br/>   • Respond to and resolve infrastructure issues, providing tier-2 support as needed to ensure continuous service availability and performance<br/>   • Work with reporting analysts to optimize data flows, queries, and storage to improve report generation speed and accuracy<br/>   • Implement and maintain security policies and compliance in line with company standards and regulatory requirements, managing IAM roles and permissions<br/>   • Configure and maintain security groups, firewall rules, and other network security measures (isolation and segmentation) to prevent unauthorized access with guidance from the IT Network Engineering and Security Teams<br/>   • Configure Google Cloud security tools such as Security Command Center, Event Threat Detection, and Cloud Security Scanner to export event and alert data for monitoring by the centralized Security Team<br/>   • Manage data encryption methods both at rest and in transit with guidance from the Security Team<br/>   • Automate common operations and deployment tasks using scripting languages and GCP automation tools<br/>   • Monitor cloud resources, analyze usage statistics, and implement cost-saving measures to manage expenses effectively<br/>   • Stay updated with new GCP features and technologies, assessing their potential benefit and applicability to our business needs<br/>   • Document configurations, procedures, and changes in the cloud environment<br/>   • Facilitate the migration of services and applications to GCP, ensuring minimal downtime and data integrity<br/><br/>As Google Cloud Platform Administrator, You Have…<br/><br/>   • Bachelor’s degree in Computer Science, Information Technology, or a related field<br/>   • Proven 2+ years experience as a cloud administrator, specifically with Google Cloud Platform services<br/>   • Strong understanding of cloud infrastructure management and deployment, including compute, networking, storage, and database GCP services<br/>   • Understanding of core network security concepts such as network segmentation (VLANs, subnetting), and access control (Firewalls, ACLs) and how to apply those concepts in a Google cloud environment<br/>   • Experience with infrastructure as code tools (e.g., Terraform, Cloud Deployment Manager)<br/>   • Proficient in scripting languages such as Python and/or Bash for automation tasks<br/>   • Google Cloud Certified at a professional or higher level in IT or Cybersecurity<br/>   • Experience in a BPO or similar high-demand IT environment.<br/>   • Solid knowledge of SQL and experience with database administration<br/>   • Familiarity with data governance and compliance standards relevant to BPOs<br/>   • Excellent problem-solving skills and the ability to work under pressure<br/>   • Strong interpersonal and communication skills to effectively collaborate with team members and other stakeholders


ext_id: 10077
published: 2026-03-25 00:56:22+00:00
title: HR Executive - Onboarding
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/10077
experience_level: EX
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are searching for a Human Resources Executive - Onboarding to collaborate with our internal Operations teams to handle strategic Human Resources related issues and concerns. We are looking for someone who can act as the main point person to initiate joining formalities for new hires.<br/><br/><br/>As a Human Resources Executive - Onboarding, You Will…<br/><br/>   • Assist new hire associates with the joining formalities<br/>   • Validate the documents submitted by new hires<br/>   • Initiate provisions<br/>   • Collaborate with the Global Service Desk team to create the network ID’s<br/>   • Actively engage with associates through new hire orientation<br/>   • Build high energy workforce, confidence and trust among employees<br/><br/><br/>As a Human Resources Executive - Onboarding, You Have…<br/><br/>   • A post-secondary diploma or degree<br/>   • Be able to work as a team player and establish a cohesive support to the Recruitment function at large<br/>   • High level of empathy, responsiveness and relationship orientation<br/>   • Good email etiquette, mid-level expertise on usage of Microsoft Office<br/>   • Excellent communication skills, both verbal and written<br/>   • Strong interpersonal relations skills


ext_id: 10082
published: 2026-03-25 00:56:22+00:00
title: Full Stack Developer
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/10082
experience_level: EN
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are seeking a Full Stack Developer to play a role in the design, development and special projects for the client. The selected candidate will be responsible for ensuring all software solutions and enhancements are fully tested, debugged, and meet product quality standards while being delivered on time and on budget.<br/><br/>Additionally, the role requires to perform a continuous review of technologies, industry standards, and industry-related developments, and make recommendations regarding the need for further research and associated changes.<br/><br/>As Full Stack Developer, You Will…<br/><br/>   • Work alongside a team of developers building tools to improve business operations and the lives of our global workforce<br/>   • Work in a fast-paced agile software development environment<br/>   • Develop applications that are used by thousands of people daily<br/>   • Interact with product stakeholders to show off your work and gain feedback<br/>   • Love technology and finding creative solutions to challenging problems<br/><br/>As Full Stack Developer, You Have…<br/><br/>   • Must have at least 2 years of Angular specific experience<br/>   • At least 1 year of software development experience and/or recent graduate with a great attitude<br/>   • Experience with user interface design, database structures  and statistical analysis is a plus<br/>   • Strong knowledge of web technology stacks<br/>   • Experience with automated testing an asset<br/>   • Creative problem solving skills<br/>   • Ability to meet aggressive deadlines and handle multiple and complex projects<br/>   • Excellent communication skills


ext_id: 10089
published: 2026-03-25 00:56:22+00:00
title: Subject Matter Expert
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/10089
experience_level: SE
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Subject Matter Expert (CSR2) plays a critical role within IntouchCX. The ideal candidate will provide front-line direction to our Customer Service Representatives, and ensure quality service is provided in every customer interaction.<br/><br/>As Subject Matter Expert (CSR2), You Will…<br/><br/>   • Represent our client partners, and learn and maintain knowledge of client brand and philosophy, as well as promotions and processes<br/>   • Be advocates and role models for our CSRs<br/>   • Promote the professional and personal development of individual team members by administering call evaluation feedback, training needs, and career opportunity programs<br/>   • Perform other duties as assigned<br/><br/>As Subject Matter Expert (CSR2), You Have…<br/><br/>   • High school diploma or equivalent (required)<br/>   • 2+ years experience in the call center and/or customer service industry<br/>   • Experience in coaching and mentoring<br/>   • Knowledge of call center systems, ACD/IVR and performance statistics<br/>   • Ability to work a variety of shifts, including days, evenings, and holidays<br/>   • Superior communication skills: Listening, verbal and written<br/>   • Skills in MS Office programs (Word, Excel and PowerPoint)<br/>   • Ability to type 30 WPM with accuracy<br/>   • Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations<br/>   • Ability to build rapport with clients and interact with team members at various position levels<br/>   • Engaging and successful communicator, speaker, and facilitator<br/>   • Ability to develop employees through positive motivation<br/>   • Strong analytical, problem solving and decision-making skills<br/>   • Comfort with technology and frequent technological change<br/>   • Adaptable to change and innovation<br/>   • Act as a role model and exemplify behaviors in line with our cultural values<br/>   • Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner


ext_id: 10182
published: 2026-03-25 00:56:22+00:00
title: Quality Assurance Analyst
location: Clark Freeport, Central Luzon, PH
location_string: Clark Freeport Zone, Central Luzon, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/10182
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re changing the way people think about customer service, and we need your help!<br/><br/>We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.<br/><br/>As Quality Assurance Analyst, You Will…<br/><br/><br/>Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed<br/><br/><br/>Complete Quality Assurance and coaching session reports on a weekly basis<br/><br/><br/>Attend and participate in meetings with supervisors and managers to review monitoring lists<br/><br/><br/>Attend and participate in partner and internal calibration meetings<br/><br/><br/>Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers<br/><br/><br/>Report scripting problems or questions from callers to appropriate departments<br/><br/><br/>Distribute partner and company related correspondence to all CSRs/Tier 2 team members<br/><br/><br/>Perform other duties as assigned<br/><br/><br/>As Quality Assurance Analyst, You Have…<br/><br/><br/>High school diploma or equivalent (required)<br/><br/><br/>1 year of front-line contact center experience (preferred)<br/><br/><br/>1-2 years of Quality Assurance experience (preferred)<br/><br/><br/>Intermediate knowledge of MS Excel, MS Word and MS Office (required)<br/><br/><br/>Ability to type 30 wpm minimum with accuracy<br/><br/><br/>Strong verbal and written communication skills, including spelling and grammar<br/><br/><br/>Excellent organizational and time management skills<br/><br/><br/>Ability to make fair and consistent judgments and decisions<br/><br/><br/>Ability to multi-task under high-pressure situations<br/><br/><br/>Ability to solve problems and offer suggestions in a positive and developmental manner<br/><br/><br/>Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls<br/><br/><br/>Ability to perform basic mathematical functions to ensure scoring accuracy<br/><br/><br/>Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds<br/><br/><br/>Ability to work a variety of shifts including days, afternoons, evenings and holidays


ext_id: 10234
published: 2026-03-25 00:56:22+00:00
title: Critical Incident and Problem Manager
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/10234
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are looking for an experienced Critical Incident and Problem Manager to join our IT Infrastructure team. This role is critical in ensuring the high availability and stability of our systems by driving the resolution of major incidents and leading root cause analysis for recurring issues. The ideal candidate will be a proactive problem solver, skilled in cross-functional coordination, and comfortable navigating complex technical environments.<br/><br/>As Critical Incident and Problem Manager, You Will…<br/><br/>   • Drive all major incidents to resolution as quickly as possible.<br/>   • Provide coordination across all support teams to ensure the timely resolution of incidents.<br/>   • Provide timely, regular, and comprehensive updates to key stakeholders.<br/>   • Review incidents to ensure that they are documented correctly in the Incident report as per the Incident Management process.<br/>   • Participate in regular incident meetings to review open incidents and drive timely closure.<br/>   • Perform post-incident review for major incidents to capture lessons learned and ensure closure of improvement plans.<br/>   • Create an incident report for key stakeholders containing an executive summary and the incident timeline.<br/>   • Track and report all critical incident management-related KPIs.<br/>   • Run root cause analysis meetings to identify issues, lessons learnt, and preventive actions.<br/>   • Work with various support teams to drive problem tickets to closure.<br/>   • Track follow-up actions, ensuring timely closure of problem tickets.<br/>   • Perform analysis to identify and register problem tickets.<br/>   • Gatekeeper of all known errors.<br/>   • Track and report all problem management-related KPIs.<br/><br/><br/>As a Critical Incident and Problem Manager, You Need…<br/><br/>   • Bachelor’s degree in Business, Computer Science, or related discipline required or equivalent work experience.<br/>   • 5 to 7 years managing complex IT initiatives in a global enterprise environment.<br/>   • Experience in technical incident and problem management in a highly dynamic global organization.<br/>   • Experience in Infrastructure (Storage, Network, Windows, Linux, etc), information security, and/or web/application/middleware services.<br/>   • A good understanding of business processing operations (BPO) is a plus.<br/>   • Strong communication skills and able to articulate complex matters in a concise manner to non-technical audiences.<br/>   • Good interpersonal skills with the ability to manage different internal teams well.<br/>   • Strong analytical skills and able to deal with complex technical and process subject matters.<br/>   • Self-motivated and able to work independently.<br/>   • ITIL certification is required.


ext_id: 10691
published: 2026-03-25 00:56:22+00:00
title: Employee Experience Coordinator
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/10691
experience_level: EN
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re changing the way people think about customer care, and we need your help!<br/><br/>Are you ready to make a positive impact on the lives of others? We’re looking for an Employee Experience Coordinator to ensure our employees are engaged and happy while at work. This is an exciting, creative and challenging role, and the ideal candidate is someone who likes to take the lead. Duties include helping to plan, facilitate and execute employee engagement programs, communicate important messages to staff and pass on team member feedback to leadership.<br/><br/>As an Employee Experience Coordinator, You Will…<br/><br/>   • Help leadership meet corporate and program level retention goals, while being a company ambassador that ensures an exceptional level of employee experience<br/>   • Be flexible, as function and responsibilities will change as corporate engagement programs for our campuses evolve<br/>   • Be trustworthy and set the tone for employees on-site, helping them to be engaged, motivated and successful<br/>   • Collaborate with corporate and on-site teams with their unique engagement needs and goals<br/>   • Support leadership in gathering employee feedback for their campus, host focus groups, distribute online surveys and establish other corporate employee feedback channels<br/>   • Work with other on-site and remote Campus Employee Experience Coordinators, and Employee Experience leadership to achieve goals and efficiency<br/>   • Be a brand ambassador and communication hub for all employees on-site while keeping an overall pulse of the campus<br/>   • Assist in planning and facilitating corporate events<br/>   • Support leadership in prioritizing overlapping projects and initiatives, ensuring clear expectations are set<br/>   • Communicate frequently and transparently with site and corporate leaders<br/><br/>As an Employee Experience Coordinator, You Have…<br/><br/>   • High school diploma or equivalent (required)<br/>   • Some post-secondary or completion of post-secondary schooling (preferred)<br/>   • Strong verbal and written communication skills<br/>   • Exceptional organizational and time management skills – must be able to multitask and prioritize<br/>   • The ability to implement change and innovation<br/>   • Ability to collaborate with a diverse group of people<br/>   • Motivation to help others thrive at work and maintain a positive attitude<br/>   • The ability to adapt as functions and responsibilities change<br/>   • A creative and outgoing personality


ext_id: 10735
published: 2026-03-25 00:56:23+00:00
title: Scheduling Specialist
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/10735
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>We’re looking for a Scheduling Specialist to work in partnership with both our Operations and Workforce Management Team to align the accuracy of original schedules to forecasted work volume. Reporting to the Manager of Resource Planning, this role will also be responsible for ongoing analysis and continuous improvement.<br/><br/>As Scheduling Specialist, You Will…<br/>   • Assist with schedule and tracker management to ensure that all schedules are generated properly<br/>   • Identify customer contact trends to ensure appropriate resources are utilized<br/>   • Manage schedule information for new and existing employees in multiple locations using a workforce software program<br/>   • Ensure employee information is accurately entered and maintained on an ongoing basis<br/>   • Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated<br/>   • Update parameters within the Workforce Management System to ensure efficient scheduling of resources to meet service level and productivity goals<br/>   • Work closely with the Operations Team to ensure availabilities are conducive to the business needs<br/><br/>As Scheduling Specialist, You Have…<br/>   • A post-secondary degree or certificate with a focus on Business Administration (a combination of work experience and education will be considered)<br/>   • Experience with workforce management systems (asset)<br/>   • Advanced knowledge of Microsoft Excel (asset)<br/>   • Knowledge of contact center operations, functions and business processes<br/>   • Strong technical, analytical and problem solving skills<br/>   • Superior attention to detail with an eye for accuracy<br/>   • The ability to adapt to change in an innovative and fast paced environment<br/>   • Strong organizational skills and the ability to follow through on projects<br/>   • Excellent written and verbal communication skills<br/>   • The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment


ext_id: 10737
published: 2026-03-25 00:56:23+00:00
title: MIS Analyst
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/10737
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/>The MIS Analyst is an integral role within Global Service Desk and is responsible for the design, development, implementation and support of mission-critical enterprise Business Intelligence (BI) reports, G-Suite/Excel reports, and other tools working with cross-functional teams. This role is a part of Global Service Desk and supports in collecting and analyzing data sets using G Suite or Microsoft Excel<br/>The ideal candidate will play an important role in helping the organization meet its strategic goals through providing direction and guidance concerning information processes and security of data.<br/><br/>As MIS Analyst, You Will…<br/>   • Responsible for collecting and analyzing data sets using G-suite tools or Microsoft Excel<br/>   • Proactively interact with multiple internal/external stakeholders on a daily, weekly and monthly basis for preparation of MIS reports<br/>   • Understand process, delivery and operations management<br/>   • Analyze data and reports from various sources and provide actionable insights and suggestions<br/>   • Prepare ad hoc reports based on the requirements from the stakeholders<br/>   • Apart from reporting tasks, the MIS Analyst will work with other functions to assist in maintaining the trackers to smoothen the reporting part<br/>   • Identify opportunities for automating the reports, snapshots and dashboards<br/>   • Make reports contextual and provide information based on target audience<br/>   • Ensure on-time and accurate delivery of reports, analysis and service requests<br/>   • Continually monitor trends, performance and assist managers in making process improvements<br/>   • Be able to generate, maintain, consolidate and track various daily/weekly/monthly MIS reports<br/>   • Ensure individual and process-wide performance data is captured and provide operational metrics to management as required<br/>   • Prepare dashboard and reports on a daily, weekly, monthly, quarterly &amp; yearly basis<br/><br/>As MIS Analyst, You Have…<br/><br/>   • Post-secondary diploma or degree (Masters is a plus)<br/>   • Knowledge of data analytics and data modeling<br/>   • Knowledge of VBA &amp; SQL is required<br/>   • Advanced G-Suite Excel skills, BI tools, creating formulas, vlook up, and dashboard reports<br/>   • 3-5 years of MIS/Analysis/Dashboard building experience<br/>   • Must have 3-6 years of reporting experience<br/>   • Additional Tableau/BI certifications is a plus<br/>   • Superior attention to detail and strong data orientation<br/>   • Possess the ability to adapt well and learn new tools/ techniques quickly<br/>   • Ability to work with a diverse range of requirements<br/>   • Possess strong problem solving and reasoning abilities<br/>   • Strong ability in automating repetitive tasks<br/>   • Good logical reasoning with the ability to analyze and process large scale information<br/>   • Exceptional communication skills (verbal and written) and decision-making abilities<br/>   • Proven ability to quickly establish credibility, trust, and support within all levels of organization<br/>   • Ability to plan, organize, and manage a variable workload and meet schedules with accurate results<br/>   • Innovative thinker with ability to drive change and effectiveness through automation and process excellence<br/>   • Ability to work well independently in a team environment, be self-motivated and multi task while achieving expectations<br/>   • Availability to work night shifts to align with US or UK clients


ext_id: 10775
published: 2026-03-25 00:56:23+00:00
title: Human Resources Generalist
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/10775
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Human Resource Generalist (Employee Relations Specialist) is responsible for providing positive employee relations through various functions in support of operational goals and objectives for overall organizational success.<br/><br/><br/>As Human Resources Generalist (Employee Relations Specialist), You Will…<br/>   • Manage internal inquiries with internal stakeholders in a timely manner for overall positive relationships<br/>   • Assist operations with performance management process and discussions<br/>   • Engage with operations by participating in meetings to support goals and objectives<br/>   • Work with employees on requests for various leaves including medical and family leaves, as well as accommodation requests<br/>   • Engage with Operations on all Employee Relations issues and concerns<br/>   • Policy administration<br/>   • Conduct investigations on concerns submitted from employees<br/>   • Conduct special projects and other HR duties as assigned<br/>   • General office management and administration<br/>As Human Resources Generalist (Employee Relations Specialist), You Have…<br/>   • High school diploma or equivalent is required<br/>   • Secondary education in Human Resources, CPHR/CPHR Candidate/SHRM Designation preferred<br/>   • Experience in a large organization or supervisory level experience in small organization<br/>   • Must have minimum of 3-5 years of HR experience in a fast-paced environment<br/>   • Demonstrate expertise in developing and maintaining relationships with a diverse group of internal and external stakeholders<br/>   • Above average verbal and written communication skills - to facilitate to large groups, handle difficult conversations and speak accurately, use proper grammar, good enunciation<br/>   • Strong analytical, problem solving and decision-making skills<br/>   • Demonstrate good listening, patience, and collaborative skills<br/>   • Must be able to self-manage daily duties and time in a fast-paced, dynamic, and ever changing environment; ability to adapt to change<br/>   • The ability to organize and follow-up multiple tasks/details with accuracy and timeliness<br/>   • Service oriented with a focus and understanding on the client’s needs<br/>   • The ability to have an innovation spirit and think outside the box


ext_id: 10777
published: 2026-03-25 00:56:23+00:00
title: Quality Assurance and Training Manager
location: Cairo, Cairo Governorate, EG
location_string: Cairo, Cairo Governorate, Egypt
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/10777
experience_level: MI
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.<br/><br/><br/>As Quality Assurance/Training Manager, You Will…<br/><br/>   • Proactively solicit and provide feedback by being honest and transparent<br/>   • Plan, develop and implement comprehensive professional development and training plans<br/>   • Promote an inclusive learning environment and facilitate staff meetings<br/>   • Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development<br/>   • Provide coaching to global staff in quality assurance and training to support superior performance<br/>   • Responsible for the effective selection, development, supervision, evaluation and training of direct reports<br/>   • Perform routine audits and track call performance<br/>   • Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers<br/>   • Assist with or conduct training to keep the team updated on changes that may occur in information or procedures<br/>   • Assign and monitor workload and performance of Trainers and Quality Analysts<br/>   • Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations<br/>   • Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned<br/>   • Identify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriate<br/>   • Work with client and Operations Manager to perform corrective action<br/>   • Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy<br/><br/>As Quality Assurance/Training Manager, You Have…<br/><br/>   • 3+ years of leadership experience, preferably in the customer service industry<br/>   • Post-secondary education preferred<br/>   • Demonstrated, progressive leadership and management skills, preferably in a contact center environment<br/>   • Experience leading teams in a global capacity<br/>   • Experience working in a fast paced environment across multiple locations globally<br/>   • Strong verbal and written communication skills<br/>   • Exceptional organizational and time management skills – must be able to multitask and prioritize<br/>   • Superior analytical skills, problem solving and decision making skills<br/>   • Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)<br/>   • Understanding of continuous improvement plans<br/>   • Good understanding of business acumen<br/>   • Independent thinker<br/>   • Excellent presentation skills


ext_id: 10869
published: 2026-03-25 00:56:23+00:00
title: Senior IT Generalist
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/10869
experience_level: SE
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are looking for a Senior IT Generalist who will be responsible for  administering and managing regional technology activities. This person will also oversee the maintenance and repair of computer hardware and software in a break/fix environment.<br/><br/>As Senior IT Generalist, You Will…<br/><br/>   • Complete projects by coordinating resources and timetables with different IT stakeholders and non-IT departments<br/>   • Work collaboratively with different clients, team members and other stakeholders across the company to achieve desired results<br/>   • Interpret and validate technical issues, test solutions, follow-up and escalate when necessary<br/>   • Solve complex problems in a technical service-oriented environment<br/>   • Comprehend, capture and interpret basic information and work within a team in a fast-paced call center environment<br/>   • Work hand in hand with the IT Site Supervisor and act as a primary back-up when necessary<br/>   • Install and test workstations (break/fix), fix performance issues, diagnose/replace hardware and software related problems<br/>   • Ensure workstations are functional (computer hardware peripherals/components)<br/>   • Troubleshoot/report specific line of business program issues (Logical Agent/LivePerson/third-party applications)<br/>   • Verify application results, conduct system audits<br/>   • Be accountable for tracking and organization of physical hardware and other IT assets<br/>   • Develop and manage organizational and IT standards<br/>   • Maintain cleanliness and organization of the IT department and stations<br/>   • Engage with internal and external clients providing updates and solutions, as well as ensuring compliance relating to all IT components<br/>   • Interpret service delivery key metrics to problem solve<br/>   • Verify application results by conducting system audits of technologies implemented<br/>   • Preserve assets by adhering to disaster recovery and backup procedures and information security and control structures<br/>   • Maintain quality service by establishing and enforcing organization standards<br/>   • Provide support for the entire IT department and company as needed<br/><br/>As Senior IT Generalist, You Have…<br/><br/>   • Post-secondary or completion of post-secondary schooling preferred<br/>   • Minimum of 1-3 years of experience will be required, experience in the BPO industry will be an added advantage<br/>   • Adaptability to learn a variety of software programs<br/>   • Strong analytical and problem-solving skills<br/>   • The ability to multitask and self-manage your work day is crucial<br/>   • The ability to work in a fast paced and time sensitive environment<br/>   • The ability to lift 50LBs<br/>   • Excellent time and project management skills<br/>   • Fluent English language skills with the ability to communicate  with customer relations &amp; presentation skills<br/>   • The ability to work flexible hours, including weekends and Public Holidays if required, with an ‘on-standby’ basis during critical business periods


ext_id: 10897
published: 2026-03-25 00:56:23+00:00
title: Communication Skills Trainer
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/10897
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are seeking a Communications Skills Trainer to conduct soft skills and language training for new hires based on the roadmaps defined. The ideal candidate will also carry out floor support interventions.<br/><br/>As Communication Skills Trainer, You Will…<br/><br/>   • Deliver sessions for new hires, tenured employees, and cross-functional teams<br/>   • Support production associates on a real time basis<br/>   • Monitor voice and digital interactions live and provide timely responses that defuse customer dissatisfaction<br/>   • Work with associates in Academy Bay<br/>   • Evaluate customer and associate interactions on the stipulated Evaluation form and score the associates basis their performance on soft skills and resolution (If need be)<br/>   • Study top performers customer interactions and disseminate best practices across the account<br/>   • Collates WOW chats for future reference<br/>   • Provide timely feedback either to the associates or to their TLs emailing a copy to the participants and stakeholders<br/>   • Document feedback and evaluations on associate customer interactions<br/>   • Publish scores of the groups that the trainer is working with<br/>   • Conduct small group training sessions<br/>   • Conduct call listening and chat &amp; email readout sessions for the associates<br/>   • Recommend remedial and refresher courses to be assigned basis associates’ performance on the floor<br/>   • Flag off EWS to the stakeholders if there are any<br/>   • Participate in weekly business reviews and provide inputs asked for<br/>   • Roll out knowledge checks once a month<br/>   • Prepare worksheets and other job-aids for associates reference<br/>   • Conduct Dsat analysis from the language and soft skills perspective<br/>   • Prepare and publish weekly report with effort and outcomes<br/>   • Maintain a repository of suggested responses mandatorily for review and dissipation<br/>   • Assess prospective candidates/employees on language proficiency<br/><br/>As Communication Skills Trainer, You Have…<br/>   • 1 to 3 years of relevant domain experience is compulsory<br/>   • Post-secondary degree &amp; above is preferred<br/>   • Available to work in weekends<br/>   • Commitment to work in any site in Hyderabad<br/>   • Excellent facilitation skill<br/>   • Strong knowledge in English grammar<br/>   • Strong verbal and spoken proficiency in English<br/>   • Ability to handle a class of 20 to 50 Trainees<br/>   • Intermediate to Advanced level proficiency in Google Suite and Windows Operating System<br/>   • Typing speed of 35 WPM with a minimum of 95% accuracy<br/>   • A positive work ethic and commitment to the tasks assigned<br/>   • Adaptability to trends within the organization<br/>   • Compliancy to the organizational policies and standards<br/>   • Flexible availability during business exigencies


ext_id: 10899
published: 2026-03-25 00:56:23+00:00
title: Learning & Development Facilitator
location: Cairo, Cairo Governorate, EG
location_string: Cairo, Cairo Governorate, Egypt
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/10899
experience_level: EX
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum and operations development to take on the role of Learning &amp; Development Trainer. The ideal candidate will be responsible for supporting the Training Team in reporting, activity facilitation, as well as development for Trainers, Team Leaders, and emerging Leaders.<br/><br/>As Learning &amp; Development Facilitator, You Will…<br/><br/>   • Own all end-to-end learning &amp; development services and processes<br/>   • Be the single point of contact for all leadership learning initiatives with the guidance of Leadership &amp; Development Manager and Operations Support Director<br/>   • Partner with Site Program stakeholders (Operations,etc.) on a closed-loop feedback process to improve the effectiveness of training programs<br/>   • Develop new Trainers, Team Leaders, and emerging Leaders<br/>   • Create training modules and process documents related to leadership and development based on key stakeholders’ needs and requirements (Operations, Partners, Operations Support, and other PHL Departments)<br/>   • Implement comprehensive professional development plans and training programs related heavily to BPO leadership development<br/>   • Provide direction for new training and professional development initiatives in partnership with Operations and Leadership and Development Core Team<br/>   • Uphold existing best practices of the training department, while developing and communicating new procedures as necessary<br/>   • Contribute to the review of training content/material design, development, and revisions when necessary<br/>   • Facilitate activities to boost Operations ability in identifying specialist opportunities<br/>   • Maintain up-to-date reporting on training progress, effectiveness, and improvements<br/><br/>As Learning &amp; Development Facilitator, You Have…<br/><br/>   • BS/BA in either Education, English, Communications, Psychology, Philosophy, Political Science or equivalent work experience<br/>   • Knowledge of adult learning principles and the ability to implement these principles into a training curriculum<br/>   • 2+ years previous contact center experience preferred<br/>   • Experience in customer service training<br/>   • Experience in coaching and mentoring<br/>   • Knowledge of existing and emerging training methods and tools<br/>   • Deep passion for collaboration and learning<br/>   • Excellent verbal and written communication skills, including presentation skills<br/>   • Ability to build rapport with clients and interact with team members at various position levels<br/>   • Ability to multitask effectively and work in a fast paced environment<br/>   • Ability to develop employees through positive motivation<br/>   • Ability to adapt to change and innovation


ext_id: 10990
published: 2026-03-25 00:56:23+00:00
title: Operations Manager
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/10990
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus’s overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.<br/><br/>As Operations Manager, You Will…<br/><br/>   • Ensure proper planning, staffing and direction of the operational functions<br/>   • Manage and supervise teams<br/>   • Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees<br/>   • Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service<br/>   • Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas<br/>   • Develop customized reporting to measure and track operational statistics, data and results<br/>   • Develop solutions to improve business performance and partner success<br/>   • Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues<br/>   • Motivate teams through relationship building and real-time coaching<br/>   • Develop and deploy incentive programs to motivate employees to achieve desired outcomes<br/>   • Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team<br/>   • Collaborate with other departments within the organization (HR, IT, etc) to resolve issues<br/>   • Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings<br/><br/>As Operations Manager, You Have…<br/><br/>   • Completion of post-secondary education (a major in Business or Commerce will be considered an asset)<br/>   • A minimum of 5 years of experience in the contact center industry<br/>   • At least 3 years of experience in an Operations Management role overseeing front-line employees<br/>   • Experience in client relationship management and employee development/coaching<br/>   • Experience dealing with escalated issues in a contact center capacity<br/>   • The ability to successfully work across cross-functional teams<br/>   • A positive work ethic and commitment to achieve the best possible outcomes<br/>   • The passion to be a role model that exemplifies our 10 Things (cultural values)<br/>   • Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner<br/>   • Excellent communication skills; listening, verbal and written<br/>   • Ability to assess the “big picture” and draw connections between inputs and outputs<br/>   • Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations<br/>   • Ability to use spreadsheet applications to maintain and develop operational and financial data reporting<br/>   • Ability to type 30 WPM with accuracy<br/>   • Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment<br/>   • Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred


ext_id: 11365
published: 2026-03-25 00:56:23+00:00
title: Assistant Manager, Global Service Desk
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11365
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Assistant Manager, Global Service Desk (GSD) is a critical role at IntouchCX and is responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. The role is a combination of general management, service operations and special projects.<br/>This person will wear many hats - In addition to managing a potentially large team of support agents, the Assistant Manager will also monitor operations to make sure issues and service requests are addressed in a timely manner, and will be responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks.<br/>The ideal candidate will ensure that standards and processes are followed to provide effective customer service and meet requirements, and serve as the service-desk liaison to major business-impacting initiatives.<br/><br/>As Assistant Manager of Global Service Desk, You Will…<br/><br/>   • Manage the day to day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations providing phone, email, and live chat support in line with the agreed SLAs<br/>   • Provide and manage service delivery best practices for managing tickets and client expectations<br/>   • Monitor metrics to ensure continual improvement on all processes, as well as identify problem trends to reduce future service incidents<br/>   • Oversee and manage team schedules, resource capacity for each shift balancing time-offs and preventing burnouts<br/>   • Develop SLA and OLAs to set expectations and measure performance of GSD<br/>   • Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality<br/>   • Owner of key measurements, KPIs, and Service Levels for SD services<br/>   • Responsible for ensuring all KPis and Metrics are measured and adhered to<br/>   • Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly and as needed meetings<br/>   • Process and drive incident deep dive sessions to identify gaps and develop strategies for improvement<br/>   • Ensure that the Service Desk is resourced, with blended employee and flexible resources, to meet the day to day and project demands<br/>   • Responsible for mentoring and coaching the GSD leads and teams with their individual career plans<br/>   • Must be delivery focused and able to direct their team to deliver SLAs that enable the business to meet its objectives<br/>   • Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and discuss successes/challenges<br/>   • Conduct annual performance evaluations for all direct reports<br/>   • Maintain a close working relationship with internal and external stakeholders to meet SLAs<br/>   • Plan, coordinate, and work on ad-hoc projects for GSD as and when required<br/><br/>As Assistant Manager of Global Service Desk, You Have…<br/><br/>   • Full time Technical Graduate or relevant graduates preferred<br/>   • ITIL Certified (Desired)<br/>   • Additional technical certifications would be a plus<br/>   • Overall 10+ years of experience in IT service management<br/>   • 5 + years of experience working in Service Desk under various<br/>   • Roles<br/>   • 3+ years of relevant experience in managing IT Helpdesk Operations or Technical Service Desk<br/>   • Understanding of process, delivery and operations management<br/>   • Subject matter expert in ITIL v3 or V4 service management with proven background in various technical disciplines and technologies<br/>   • Must have exceptional written and oral communication skills<br/>   • Technical awareness with hands-on knowledge and experience on various technologies that touch GSD<br/>   • Positive attitude towards solving customer problems<br/>   • The ability to accurately prioritize tasks and accomplish them in a timely fashion<br/>   • The ability to review various processes and procedures and improve them and keep them up to date at regular intervals<br/>   • Self-motivated and able to work in a fast paced environment<br/>   • The ability to think and act independently<br/>   • Strong analytical and problem solving skills.<br/>   • Strong relationship-building skills, can network and work well with remote stakeholders<br/>   • Excellent reporting and presentation skills<br/>   • Must have an eye for details and fine prints<br/>   • Must have good logical probing, understanding and troubleshooting skills


ext_id: 11369
published: 2026-03-25 00:56:23+00:00
title: Senior Service Desk Analyst
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11369
experience_level: SE
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>As a Senior Service Desk Analyst, you will play a key role in providing advanced technical support to end-users, ensuring the smooth operation of IT systems, and contributing to the overall efficiency of the organization. Leveraging the expertise, you will troubleshoot complex issues, mentor junior team members, and collaborate with cross-functional teams to enhance the quality of remote support services. You should be able to identify, capture, and organize information as knowledge assets for knowledge sharing. Support window includes all 24/7 office users as well as remote users at home location (WFH)<br/><br/>As Senior Service Desk Analyst, You Will…<br/><br/>   • Provide expert-level technical support for hardware, software, and network-related issues<br/>   • Diagnose and resolve complex problems efficiently, ensuring minimal downtime for end-users<br/>   • Mentor and guide junior support analysts in problem-solving, troubleshooting techniques, and customer service best practices<br/>   • Conduct training sessions to enhance the skills of the remote support team<br/>   • Manage and prioritize escalated support issues, ensuring timely resolution and effective communication with end-users<br/>   • Collaborate with other support tiers and departments for seamless issue resolution<br/>   • Maintain accurate and detailed documentation of troubleshooting steps, solutions, and best practices<br/>   • Contribute to the development of a knowledge base and ensure its accessibility to the support team<br/>   • Optimize the use of remote support tools and technologies to enhance efficiency in issue resolution<br/>   • Stay informed about the latest advancements in remote support tools and recommend improvements<br/>   • Uphold a high standard of customer service, ensuring positive interactions with end-users<br/>   • Address and resolve challenging customer situations professionally and efficiently<br/>   • Identify opportunities for process improvement and actively participate in the implementation of new tools and methodologies<br/>   • Provide insights and recommendations for enhancing the overall remote support strategy<br/>   • Ensure adherence to cybersecurity best practices in remote support activities<br/>   • Stay informed about emerging security threats and implement measures to safeguard systems and data<br/>   • Improve existing processes through process gap analysis, reduction of process redundancies, enforcement of risks and controls and proposing automation<br/>   • Develop reporting mechanisms to measure ongoing performance and bottlenecks<br/>   • Provide accurately and timely information to users in accessible formats<br/>   • Act as a liaison from Service Desk to L0 Service Desk and all other departments and business units<br/>   • Coordinate the knowledge article feedback to review the comments and assign to the knowledge or process owner to review the article<br/>   • Recommend improvements to the Knowledge or process owner<br/>As Senior Service Desk Analyst, You Have…<br/><br/>   • Must be a full time technical graduate<br/>   • Must have a minimum or 3-5+ years of experience in IT service Desk Operations and Technical Troubleshooting<br/>   • Must have good logical probing, understanding and troubleshooting skills<br/>   • Good to have experience in working on ticketing system tools like Jira, Service Now or Remedy<br/>   • Experience with remote support tools and technologies<br/>   • Familiarity with IT service management (ITSM) processes and tools<br/>   • Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are a plus<br/>   • Must have exceptional English written and verbal communication skills<br/>   • Concentrated, hands-on experience in installing, diagnosing problems and training customers in the use of software and hardware<br/>   • Hands on experience on Windows OS, AD, User Administration along with other complex issues related to system, Network, Proxy and VPN<br/>   • Hands on experience in Major Incident Management<br/>   • Excellent knowledge of technical management, information analysis, and of computer hardware/software systems<br/>   • Experience in knowledge management content development (create, edit, validate and manage knowledge articles) or technical writing<br/>   • Clarity and understanding of process management and Process Improvement<br/>   • Excellent collaboration, facilitation and training skills<br/>   • Ability to follow SOPs and resolve issues<br/>   • Self-motivated and should have the ability to multitask with ability to think and act independently<br/>   • Strong critical analytical skills, excellent customer service skills<br/>   • Strong relationship-building skills, can network and work well with remote stakeholders<br/>   • Typing speed of a minimum 30 words per minute<br/>   • Ability to speak Spanish is plus but not compulsory


ext_id: 11382
published: 2026-03-25 00:56:24+00:00
title: Product Management Associate
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11382
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We value curiosity, initiative, and a drive to improve things. As part of our Product team, you’ll help manage the tech suite that powers 25,000+ agents globally. If you’re eager to grow your career in product management, this could be a great fit. In this role, you’ll work closely with internal teams across departments to turn ideas into features that deliver real value. You’ll support shaping product specifications, participate in agile ceremonies, coordinate with design and engineering throughout the development cycle, and ensure that features are successfully delivered and adopted by end-users.<br/><br/>As a Product Management Associate, You Will…<br/><br/>   • Contribute to product strategy and execution of a digital product in the IntouchCX product ecosystem, aligning with overall organisational goals.<br/>   • Drive product discovery through structured experiments, market research, competitive analysis, and user insights.<br/>   • Champion user-centric thinking, ensuring solutions that are intuitive, adoptable, and enhance the agent, admin, and customer experience.<br/>   • Collaborate with stakeholders to execute product vision, strategy, and short- and long-term roadmaps aligned with company goals.<br/>   • Manage and groom the product backlog; define MVPs and lead sprint planning in partnership with Engineering and Design.<br/>   • Partner closely with Developers, QA, and UX Designers to ensure successful and timely releases.<br/>   • Evangelize the use of AI, automation, and data in designing intelligent products; guide the integration of LLM-powered tools and prompt engineering techniques.<br/>   • Develop go-to-market strategies and partner with Program Management, training teams to ensure successful rollouts.<br/>   • Create feedback loops with users and stakeholders to continuously optimize product features, performance, and engagement.<br/>   • Own and drive reporting on KPIs, product performance, adoption, and customer satisfaction to key stakeholders and executive leadership.<br/>   • Represent production cross-functional forums; serve as a key voice in product planning and enterprise transformation.<br/><br/>As a Product Management Associate, You Need…<br/><br/>   • 4–6 years of experience in product management, preferably in B2B SaaS or internal platform development.<br/>   • Proven ability to independently manage and deliver product features from concept to launch.<br/>   • Strong understanding of Agile methodologies and experience working with cross-functional teams.<br/>   • Strong analytical and problem-solving skills; ability to interpret data to inform decisions.<br/>   • Excellent written and verbal communication skills.<br/>   • Comfortable translating abstract ideas into detailed user stories and product specifications..<br/>   • Familiarity with product management tools such as Jira, Confluence, Figma, Miro, Lucid app, Monday, and Notion.<br/>   • Experience working with AI tools and/or knowledge of prompt engineering is a plus.<br/>   • Experience in the contact center ecosystem would be a plus.


ext_id: 11386
published: 2026-03-25 00:56:24+00:00
title: UX Designer
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11386
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are looking for a user-obsessed UX Designer who thrives on solving complex problems through thoughtful design. You will partner closely with Product Managers and stakeholders to create intuitive and elegant experiences that drive user and business outcomes. This is a hands-on role where you’ll shape the UX for our contact center solutions.<br/><br/>As a UX Designer, You Will…<br/>   • Collaborate with product and engineering teams to define user problems, goals, and success metrics.<br/>   • Deeply understand and translate user needs into clear, outcome-oriented user journeys.<br/>   • Conduct and synthesize user research, usability testing, and feedback loops to inform design decisions.<br/>   • Translate user journeys into wireframes, prototypes, and detailed design specifications that guide development.<br/>   • Create and maintain design systems, patterns, and reusable components for a consistent user experience across the product suite.<br/>   • Advocate for accessibility, usability, and inclusive design standards across all touchpoints.<br/>   • Partner with developers to ensure pixel-perfect implementation and design integrity.<br/>   • Iterate quickly and intelligently based on user feedback, analytics, and technical constraints.<br/>   • Collaborate with Marketing to ensure brand standards are thoughtfully and consistently implemented across the product experience.<br/><br/>As a UX Designer, You Need…<br/>   • 4-6 years of experience in UX or Product Design, specifically digital/web/mobile experiences.<br/>   • Strong portfolio showcasing user-centered design processes and solutions across platforms.<br/>   • Proficiency in tools like Figma, Sketch, Adobe XD, or similar.<br/>   • Working knowledge of user research methodologies and accessibility standards.<br/>   • Solid understanding of UX principles, design systems, and responsive design.<br/>   • Ability to balance creativity with practicality and communicate design rationale.<br/>   • Experience working in cross-functional teams


ext_id: 11392
published: 2026-03-25 00:56:24+00:00
title: Software Development Team Lead
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11392
experience_level: SE
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Software Development Team Lead will have an opportunity to be part of the growing Product Development team and will be responsible for making the team aligned for functionalities development,  while developing and delivering tasks on time.<br/><br/><br/>As Software Development Team Lead, You Will…<br/><br/>   • Integrate user-facing elements developed by front-end developers with server side logic<br/>   • Write reusable, testable, and efficient code<br/>   • Design and implement low-latency, high-availability, and performant applications<br/>   • Implement security and data protection<br/>   • Integrate of data storage solutions, (databases, key-value stores, blob stores, etc.,)<br/>   • Understand the nature of asynchronous programming and its quirks and workarounds<br/>   • Understand about accessibility and security compliance<br/>   • Understand about user authentication and authorization between multiple systems, servers, and environments<br/>   • Understand the? Integration of multiple data sources and databases into one system<br/>   • Understand the fundamental design principles behind a scalable application<br/>   • Understand the differences between multiple delivery platforms, such as mobile vs. desktop, and optimizing output to match the specific platform<br/>   • Create database schemas that represent and support business processes<br/>   • Implement automated testing platforms and unit tests<br/><br/><br/>As Software Development Team Lead, You Have…<br/><br/>   • Bachelor's degree in Computer Science, Information Technology, or a closely related field is preferred<br/>   • Minimum 5 years experience as a Software Developer<br/>   • Expertise in SDLC process &amp; relevant documentation process<br/>   • Experience in Encryption / Decryption mechanisms<br/>   •  Good experience in TypeScript<br/>   • Strong proficiency with JavaScript, NodeJS, React, Express, StrongLoop and Sequelize etc.<br/>   • Good understanding of server-side templating languages<br/>   • Good understanding of server-side CSS preprocessors<br/>   • Basic understanding of front-end technologies, such as HTML5, and CSS3<br/>   • Proficient understanding of code versioning tools, such as Git, SVN etc.,<br/>   • Good Experience in developing dynamic good looking graphs / reports<br/>   • Must have working knowledge in the following:<br/>         ◦ NodeJS<br/>         ◦ JavaScript<br/>         ◦ Python<br/>         ◦ HTML<br/>         ◦ CSS<br/>         ◦ TypeScript<br/>         ◦ Writing relational database queries (MSSQL/MySQL)<br/>         ◦ Writing NoSQL queries (MongoDB)<br/>         ◦ ReactJS (Added advantage)<br/>         ◦ AngularJS(Added advantage)<br/>         ◦ Any other Object Oriented  programming languages experience as added advantage (like JAVA or .NET etc.,)<br/>   • Effective communication, Technical Understanding and Teamwork skills<br/>   • Excellent problem-solving and analytical skills


ext_id: 11400
published: 2026-03-25 00:56:24+00:00
title: Campaign Manager, Demand Generation
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11400
experience_level: MI
language: en
has_remote: True
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>IntouchCX’s Global Marketing Department is looking for a strategic, positioning-led, and storytelling-focused Campaign Manager, Demand Generation who thrives in a high-growth, fast-paced B2B environment. Sounds like you? Read on!<br/><br/>You’ll be part of the Demand Generation team, leading content strategy and execution to support awareness, engagement, and conversion. Your core focus will be refining positioning and creating content that resonates with enterprise buyers across the BPO and CX space, primarily targeting North American audiences.<br/><br/>You’ll work closely with Campaign Managers, Brand &amp; Comms, Sales, and BDR teams to develop high-performing, persona-driven content that supports the entire customer journey, from first click to closed deal.<br/><br/>In this role, you will report to the Senior Manager, Demand Generation, and help shape how we tell our story globally.<br/><br/><br/>As Campaign Manager, Demand Generation, You Will…<br/><br/>   • Develop and lead content strategies that align with campaign objectives, industry trends, and buyer needs across the BPO and CX ecosystem.<br/>   • Create positioning frameworks that highlight differentiators and support sales conversations.<br/>   • Deliver content across formats, landing pages, blogs, case studies, thought leadership, whitepapers, emails, and sales enablement materials.<br/>   • Collaborate with Brand &amp; Comms and Campaign Managers to ensure content aligns with voice, tone, and messaging consistency.<br/>   • Optimize content across paid channels (Google Ads, Demandbase, LinkedIn, Meta, StackAdapt, Spotify).<br/>   • Partner with Sales and BDRs to craft content that speaks directly to buyer pain points and supports deal acceleration.<br/>   • Build and manage editorial calendars to support multi-channel campaigns and outbound initiatives.<br/>   • Work with creative teams to translate strategy into compelling visuals and copy.<br/>   • Review and edit content for clarity, consistency, and accuracy.<br/>   • Analyze content performance and provide insights to improve conversion and engagement.<br/><br/><br/>As Campaign Manager, Demand Generation, You Need…<br/><br/>   • BA/BS in marketing, communications, journalism, or a related field.<br/>   • 5+ years of B2B content marketing experience, with a strong focus on positioning and messaging.<br/>   • Prior experience working with BPO or CX-focused organizations strongly preferred.<br/>   • Proven success in developing high-performing content for enterprise audiences in North America.<br/>   • Exceptional writing and editing skills across long-form and short-form formats.<br/>   • Experience working cross-functionally in fast-paced, agile teams.<br/>   • Familiarity with tools like HubSpot, Demandbase, Salesforce, Google Ads, and LinkedIn Campaign Manager.<br/>   • Background in strategizing content for lead nurturing, retargeting, and outbound campaigns.<br/>   • Strong attention to detail and an ownership mindset.<br/>   • Comfortable working remotely with globally distributed teams.<br/>   • Experience content strategy planning for different buyer personas (e.g., CXOs, Ops leaders, Procurement heads) in industries like digital commerce, healthtech, or fintech.<br/>   • Knowledge of SEO best practices and keyword-driven content strategy.<br/>   • Familiarity with ABM-aligned content planning and sales enablement frameworks.


ext_id: 11404
published: 2026-03-25 00:56:24+00:00
title: SEO Manager, Demand Generation
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11404
experience_level: MI
language: en
has_remote: True
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>IntouchCX’s Global Marketing Department is looking for a talented, hands-on, data-driven SEO Manager to lead our organic growth engine. If you thrive in a fast-paced, agile environment and love driving measurable results, keep reading!<br/><br/>You’ll be working in the Demand Generation team and will lead our organic search strategy across campaigns, landing pages, and web properties. From technical audits to keyword research, from SEO content frameworks to performance reporting, this role owns it all. Your work will directly impact search visibility, pipeline growth, and conversion optimization.<br/><br/>You’ll collaborate closely with the Campaign Managers, Brand &amp; Communications, and Web Development teams to build high-performing, search-optimized assets tailored to B2B SaaS audiences in North America.<br/><br/>You’ll be reporting directly to the Campaign Manager and will play a critical role in making organic search a driver of qualified leads and revenue.<br/><br/><br/>As SEO Manager, Demand Generation, You Will…<br/><br/>   • Develop and execute SEO strategies to drive organic traffic and support demand generation campaigns across target markets.<br/>   • Conduct keyword research and competitive analysis to identify opportunities for B2B SaaS companies in North American markets.<br/>   • Own technical SEO performance, including site speed, mobile responsiveness, crawlability, and indexation.<br/>   • Optimize landing pages, solution pages, and blog content to improve visibility and search-to-conversion journeys.<br/>   • Build and maintain SEO content frameworks that support campaign messaging.<br/>   • Work closely with cross-functional teams, including Brand &amp; Comms, Web Dev, and Sales, to align SEO with campaign goals, audience targeting, and broader go-to-market objectives.<br/>   • Monitor and analyze organic search performance using tools like GSC and SpyFu, and provide actionable insights.<br/>   • Ensure SEO compliance, standardization, and alignment across web properties.<br/>   • Stay up to date with evolving SEO trends, search engine updates, and new tools to ensure continuous performance improvement.<br/>   • Contribute to long-term SEO and content roadmap planning based on business goals and seasonality.<br/><br/><br/>As SEO Manager, Demand Generation, You Need…<br/><br/>   • A Bachelor’s degree in marketing, communications, journalism, or a related field.<br/>   • 5+ years of experience in SEO for B2B organizations, ideally in SaaS or tech environments targeting North American audiences.<br/>   • Proven expertise in technical SEO, including site audits, schema markup, performance optimization, and analytics tracking.<br/>   • Strong understanding of content strategy, on-page optimization, and user intent mapping.<br/>   • Experience working with tools such as Google Analytics, Search Console, SEMrush, SpyFu, Ahrefs, and HubSpot.<br/>   • Ability to interpret SEO data and apply insights to improve rankings, user experience, and conversions.<br/>   • Excellent project management skills with strong attention to detail and an ownership mindset.<br/>   • Comfortable working remotely with distributed teams across time zones.<br/>   • Experience mapping SEO strategy to B2B buyer personas and journeys.<br/>   • Familiarity with ABM programs and long-cycle sales environments.<br/>   • Knowledge of international SEO and regional search behavior, especially for North America.<br/>   • Experience with programmatic SEO, content automation, and AI-driven optimization tools.<br/>   • Familiarity with conversion rate optimization (CRO) and how SEO supports demand generation stages.


ext_id: 11438
published: 2026-03-25 00:56:24+00:00
title: Team Lead, Testing & Quality
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11438
experience_level: SE
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re looking for a Team Lead, Testing &amp; Quality, to join our growing product development team and be responsible for owning, implementing, and executing test plans and test cases.<br/><br/>As Team Lead, Testing &amp; Quality, You Will…<br/><br/>   • Review and analyze system specifications.<br/>   • Collaborate with QA Engineers to develop effective strategies and test plans.<br/>   • Execute test cases (manual or automated) and analyze results.<br/>   • Evaluate product code according to specifications.<br/>   • Create logs to document testing phases and defects.<br/>   • Help troubleshoot issues.<br/>   • Conduct post-release/ post-implementation testing.<br/>   • Work with cross-functional teams to ensure quality throughout the software development lifecycle.<br/>   • Provide strong technical leadership in Quality Assurance Engineering towards delivering Standalone / cloud-based APIs.<br/>   • Deliver test suites for highly scalable and reliable business applications using the latest web technologies and cloud services.<br/>   • Maintain a suite of existing web applications and services by implementing new features and fixing critical bugs.<br/>   • Actively participate in enhancing the QA and automation frameworks.<br/>   • Build and Automate end-to-end test scenarios and simulate device behaviors via tests.<br/>   • Research, visualize, and interpret Big Data to suit business needs.<br/>   • Be the link between the technical architects and developers, non-technical personnel translate business requirements into functional requirements.<br/>   • Focus on the quality delivery for product releases.<br/>   • Be a Technical lead for a team of testers based onsite and offsite.<br/>   • Build a strong automation team.<br/><br/>As Team Lead, Testing &amp; Quality, You Need…<br/><br/>   • A graduate with a minimum of 5 years of experience as a Software Tester or Senior Software Tester.<br/>   • Proven experience as a Quality Assurance Tester or similar role.<br/>   • Experience in project management and QA methodology.<br/>   • Familiarity with Agile frameworks and regression testing is a plus.<br/>   • Test Plan &amp; Execution experience.<br/>   • Working knowledge of test management software (e.g., Jira, qTest, Zephyr) and SQL.<br/>   • Excellent communication skills.<br/>   • Attention to detail.<br/>   • Analytical mind and problem-solving aptitude.<br/>   • Strong organizational skills.<br/>   • Strong technical knowledge in Google Sheets, MS Excel, MS Word, and PowerPoint / Google Slides.<br/>   • Experience in writing manual test cases.<br/>   • Experience with any one of the Automation tools JMeter, BlazeMeter, TestRail, QTest, Selenium, or Cypress.<br/>   • Experience with Postman for API testing.<br/>   • Experience with tools like SonarQube, ESLint, or Burp is an added advantage.


ext_id: 11444
published: 2026-03-25 00:56:24+00:00
title: Fraud Analyst
location: NCR, PH
location_string: Metro Manila, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11444
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Fraud Analyst plays a critical role evaluating, reviewing and mitigating risks and ensuring organizational practices are in-line with client contractual requirements, external regulations, as well as internal policies and procedures.<br/><br/><br/>As Fraud Analyst, You Will…<br/><br/>   • Be Dedicated to inspecting current transactions and interactions for the  program<br/>   • Address outstanding callouts that have led to or may lead to fraudulent activities and possible risks<br/>   • Maintain the credibility of the interactions coming from IntouchCX<br/>   • Recommend processes that will improve the integrity of all instructions that are being handled by the program<br/>   • Review tickets handled by CSRs for any triggers or red flags<br/>   • Review transactions that may lead to Risks, Fraud, or Manipulation<br/>   • Validate reported incidents from the Zero-Tolerance policy along with client call-outs and provide feedback to employees to correct behavior and prevent escalation cases<br/>   • Provide guidance and training on compliance issues to employees at all levels<br/>   • Review policies and procedures to guarantee alignment with rules and obligations<br/>   • Oversight for monthly password changes for all system users, and validate employees have reset on a consistent basis<br/>   • Report non-compliance and enforce corrections<br/>   • Review high-risk account activity alerts from Managers<br/>   • Perform routine weekly audits of off-hour system logins<br/>   • Report unauthorized access and review justification for outlier cases<br/><br/>As Fraud Analyst, You Have…<br/><br/>   • Post-secondary degree or equivalent is preferred<br/>   • 3 years experience in an audit or compliance function is nice to have<br/>   • Strong communication skills to effectively interact with diverse groups of people<br/>   • Advanced written abilities in order to write required reports<br/>   • Strong analytical, critical thinking and problem solving skills<br/>   • Ability to research and source information for review<br/>   • Superior attention to detail<br/>   • Excellent time and project management skills<br/>   • Ability to work in a fast paced and time sensitive environment<br/>   • Adaptable to change and innovation


ext_id: 11475
published: 2026-03-25 00:56:24+00:00
expired: 2026-03-27 14:35:42+00:00
title: Senior Manager, Fraud Prevention
location: NCR, PH
location_string: Metro Manila, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11475
experience_level: SE
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The mission of the Senior Manager of Fraud Prevention role is to oversee partner fraud risk assessments for our global partners as part of the overall “Fraud Risk Assessment Program'' along with running fraud response investigations.<br/><br/>As Senior Manager of Fraud Prevention, You Will…<br/><br/>   • Work cross functionally with internal leaders to complete holistic fraud risk assessments of partner programs<br/>   • Track and monitor partner assessment progress<br/>   • Track action items<br/>   • Understanding of current industry fraud trends and best practices<br/>   • Ability to conduct and lead customer facing fraud risk reviews<br/>   • Oversee fraud incident response investigations<br/>   • Generate and present executive level summaries of fraud incidents<br/><br/>As Senior Manager of Fraud Prevention, You Have…<br/><br/>   • Bachelor’s Degree preferred<br/>   • Minimum 7-10 years of fraud risk experience, with at least 4+ years of management experience<br/>   • International travel may be required<br/>   • Proficient in the use and application of both MS Office Suite (Word, Excel, PowerPoint and Outlook) and Google products (Sheets, Slides, Docs)<br/>   • Ability to identify operational gaps and translate into actionable mitigation methods<br/>   • Must have exceptional and effective communication skills (oral and written) with an approach that builds and nurtures strong and lasting relationships<br/>   • Detail-oriented team player with creative problem-solving and project management skills<br/>   • Ability to effectively present information to executive leaders, clients, and customers<br/>   • Must have understanding of commonly utilized industry systems and tools to identify fraud risk gaps and recommend changes


ext_id: 11547
published: 2026-03-25 00:56:25+00:00
title: Team Lead (Supervisor)
location: Cairo, Cairo Governorate, EG
location_string: Cairo, Cairo Governorate, Egypt
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11547
experience_level: SE
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re changing the way people think about customer care, and we need your help!<br/><br/>We’re looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training  and career pathing plans.<br/><br/>As Team Lead (Supervisor), You Will…<br/>   • Manage and supervise CSRs<br/>   • Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees<br/>   • Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements<br/>   • Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas<br/>   • Use critical thinking to develop solutions to improve business performance and partner success<br/>   • Motivate teams through relationship building and real-time coaching<br/>   • Develop incentive programs to motivate CSRs to achieve desired outcomes<br/>   • Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team<br/>   • Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues<br/>   • Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings<br/>   • Gain expert level knowledge on all partner products and promotions<br/>   • Demonstrate a positive work ethic and commitment to achieve the best possible outcomes<br/>   • Act as a role model and exemplify our 10 Things (cultural values)<br/><br/>As Team Lead (Supervisor), You Have…<br/>   • High school diploma or equivalent (required)<br/>   • Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)<br/>   • 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role<br/>   • Experience dealing with escalated issues in a contact center capacity<br/>   • The ability to type 30 WPM with accuracy<br/>   • Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset<br/>   • The ability to use spreadsheet applications to maintain and develop operational reporting<br/>   • Exceptional time management, organizational and prioritization skills to complete work in a timely manner<br/>   • Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment<br/>   • The ability to work a variety of shifts, including days, evenings and holidays


ext_id: 11551
published: 2026-03-25 00:56:25+00:00
title: Quality Assurance Manager
location: Cairo, Cairo Governorate, EG
location_string: Cairo, Cairo Governorate, Egypt
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11551
experience_level: MI
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are changing the way people think about customer service, and we need your help!<br/>We are seeking a Quality Assurance Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and success of our clients.<br/><br/>As Quality Assurance Manager, You Will…<br/><br/>   • Lead conversations, both written and verbal, with clients and team members of all levels<br/>   • Ensure assigned Key Performance Indicators are achieved (Ex. Call Handle Time, Email Response Time, Quality and Customer Satisfaction Indices)<br/>   • Identify trends and challenges, and develop plans to correct problem areas<br/>   • Work closely with the Training team to ensure new-hires and tenured team members are receiving effective training<br/>   • Ensure compliance operating processes and procedures, including all required security measures<br/>   • Utilize essential soft skills to deliver guidance to team members of every level<br/>   • Flex as needed to our fast-paced, fun, and exciting work environment that changes quickly to meet the needs of the business<br/><br/>As Quality Assurance Manager, You Have…<br/><br/>   • 3-5 years of experience in a leadership role, preferably in the customer service industry<br/>   • Bachelor Degree or other post-secondary degree in a relatable field<br/>   • Excellent verbal &amp; written communication skills and strong emotional intelligence<br/>   • Leadership, decision-making and analytical skills<br/>   • Ability to evaluate and synthesize data<br/>   • Excellent attention to detail<br/>   • Strong aptitude for process thinking<br/>   • Strong knowledge of Word, Excel &amp; Powerpoint<br/>   • Some travel may be required


ext_id: 11568
published: 2026-03-25 00:56:25+00:00
title: Training Manager
location: Cairo, Cairo Governorate, EG
location_string: Cairo, Cairo Governorate, Egypt
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11568
experience_level: MI
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are changing the way people think about customer care, and we need your help!<br/><br/>We’re seeking a Training Manager to manage all aspects of training plans for one of our largest programs. This role will also be responsible for the direct supervision and leadership of the Training and Development team. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our team members.<br/><br/>As Training Manager, You Will…<br/><br/>   • Plan, develop and implement comprehensive professional development and training plans/programs<br/>   • Promote an inclusive learning environment; enhance positive employee engagement and leadership development<br/>   • Oversee the effective delivery of computer training and learning programs<br/>   • Provide direction of new initiatives, opportunities and foster "best in practice" training and professional development<br/>   • Develop cost-effective programs with a variety of measures<br/>   • Provide coaching to staff to support superior performance by developing individual professional development plans<br/>   • Lead orientation and onboarding activities for new managers and support staff<br/>   • Develop training policies, manuals, multimedia visual aids, web-site pages and other educational materials to support learning and development initiatives<br/>   • Select, develop, supervise, evaluate and train the staff development team<br/>   • Manage the contractual relationships with external software providers, vendors and guest speakers<br/>   • International Travel is required<br/><br/>As Training Manager, You Have…<br/><br/>   • 3-year degree or equivalent from a recognized post-secondary institution in Human Resources or Organizational Development, or a directly related field is required<br/>   • Call/Contact Centre management and training experience would be considered to be a great asset<br/>   • Minimum 5-years of experience in a training and development environment including direct facilitation and delivery of training programs<br/>   • Experience working with a team approach to employee and organizational development (required)<br/>   • Demonstrated, progressive leadership and management skills, preferably in a related environment<br/>   • Demonstrated ability to engage people in a training session, combined with solid understanding of the role of training and development<br/>   • Superior written and verbal communication skills, conflict resolution and problem solving skills<br/>   • Strong computer skills in all Microsoft Office programs and training and development software programs<br/>   • Excellent customer service focus with strong time management, organizational and analytical skills<br/>   • Ability to work in an environment where diversity of people and situations are encountered<br/>   • Valid travel documents for international travel


ext_id: 11574
published: 2026-03-25 00:56:25+00:00
title: Director of Operations
location: Cairo, Cairo Governorate, EG
location_string: Cairo, Cairo Governorate, Egypt
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11574
experience_level: EX
language: en
has_remote: False
salary_currency: CAD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>Are you looking for an exciting new challenge? IntouchCX is looking for you!<br/><br/>As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.<br/><br/>We’re hiring a Director of Operations to be involved in all facets of the contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.<br/><br/>As Director of Operations, You Will…<br/>   • Drive “best practices” in all areas of responsibility<br/>   • Ensure proper planning, staffing, training and development is achieved across all teams<br/>   • Be responsible for ramp-up drives and goals<br/>   • Create action plans for continuous growth and improvement, business development and client satisfaction<br/>   • Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service<br/>   • Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies &amp; processes<br/>   • Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture<br/>   • Motivate and inspire teams, while building trusting relationships throughout the organization<br/>   • Develop and execute motivational incentives on the floor<br/>   • Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations<br/>   • Maintain close auditing cadence through reporting, observations and personal contact<br/>   • Work directly with Operations Workforce Optimization teams to deliver client staffing requirements<br/>As Director of Operations, You Have…<br/>   • Post-secondary diploma or degree with a major in Business<br/>   • 7 - 9 years of experience in contact center leadership, including managing cross-functional teams<br/>   • 5 years of relevant experience in client relationship management<br/>   • Experience in analyzing/influencing profit &amp; loss statements and performing cost analysis<br/>   • Experience with maintaining and developing operational statistics, financial management information and results reporting<br/>   • Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments<br/>   • Excellent organizational and time management skills with the ability to work under tight deadlines<br/>   • The ability and motivation to meet program and internal business KPIs<br/>   • The ability to implement change and innovation throughout teams


ext_id: 11582
published: 2026-03-25 00:56:25+00:00
title: Financial Analyst
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11582
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are revolutionizing the perception of customer service and are in need of your assistance. Currently, we seek a Financial Analyst responsible for analyzing and reporting financial data to executives to enhance program performance visibility. This role involves contributing to various projects, conducting ad-hoc analyses, and providing timely information and support for strategic decision-making.<br/><br/>As a Financial Analyst, You Will…<br/><br/>   • Gather and organize extensive datasets from diverse sources<br/>   • Uncover patterns and trends in data to guide business decisions<br/>   • Develop and maintain databases and data systems for accuracy and efficiency<br/>   • Generate reports and visualizations to convey findings and insights to stakeholders<br/>   • Collaborate with cross-functional teams to drive data-driven decision-making<br/>   • Continuously monitor and evaluate data for areas of improvement or optimization<br/>   • Stay updated on industry trends and advancements in financial analysis techniques<br/>As a Financial Analyst, You Have…<br/>   • A bachelor’s degree in Commerce or Finance is preferred<br/>   • The ideal candidate will have 2-3 years of experience in a Financial Analyst role, preferably within a contact center environment<br/>   • Experience in financial analysis and data management is required<br/>   • Proficiency in maintaining and developing reporting tools is highly desirable<br/>   • Strong proficiency in Excel and G-Suite applications, including Google Sheets, Docs, Slides, and Google Studio is necessary<br/>   • Proficiency in fine-tuning data queries, particularly strong Power Query skills, is required<br/>   • Possess strong analytical skills to derive meaningful insights from complex data sets<br/>   • Demonstrate excellent communication skills to present findings clearly and concisely to stakeholders<br/>   • Pay attention to detail to ensure accuracy in data analysis and reporting<br/>   • Work with large data sets and databases effectively<br/>   • Utilize data visualization tools such as Excel and Google Studio for creating visual representations of data<br/>   • Understand business operations and objectives to align financial analysis with business goals<br/>   • Adaptability to work in a fast-paced, constantly changing environment<br/>   • Commitment to continuous learning and upskilling to stay current with the latest tools and technologies in financial analysis


ext_id: 11810
published: 2026-03-25 00:56:25+00:00
title: Transport Executive
location: Cairo, Cairo Governorate, EG
location_string: Cairo, Cairo Governorate, Egypt
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11810
experience_level: EX
language: en
has_remote: False
salary_currency: GBP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are seeking professionals who can implement best practices for transport operations in line with industry norms. The role involves maintaining IntouchCX safety standards and ensuring employees commute safely to and from the office. Additionally, the role requires providing exceptional service to clients by addressing staff requests, fostering positive vendor relationships, and ensuring that our offices are consistently well-presented.<br/><br/>As Transport Executive, You Will…<br/><br/>   • Organize and manage transport services, monitor activity cycles, and work towards continuous service improvement.<br/>   • Optimize routing to ensure efficiency and meet OTA &amp; OTD targets set by the business.<br/>   • Ensure that systems, procedures, and policies are in place and followed.<br/>   • Oversee the Transport function, ensuring operations run efficiently.<br/>   • Manage billing, audits, and compliance related to transport services.<br/>   • Maximize cab utilization through optimized routing strategies.<br/>   • Monitor data entry activities to ensure accurate trip capture for billing purposes.<br/>   • Drive operational efficiency and maintain consistency across transport services.<br/>   • Delegate responsibilities effectively to the team and monitor progress.<br/>   • Communicate with staff at all levels to gather feedback or address concerns related to transport services.<br/>   • Oversee the transport security team, ensuring compliance with audit standards and security measures.<br/>   • Ensure proper documentation is maintained for all transport-related activities.<br/>   • Manage security guard ramp-ups to ensure continuous coverage during non-peak hours.<br/>   • Focus on cost reduction, timely arrivals, and departures to improve operational efficiency.<br/>   • Manage vendor relationships to ensure efficiency and accountability.<br/>   • Provide recommendations to improve transport operations across various functions and departments.<br/>   • Maintain discipline among drivers and supervisors to ensure smooth operations.<br/>   • Ensure safety compliance for all employees utilizing transport services.<br/>   • Ensure routing is completed within the designated time.<br/>   • Handle and accommodate adhoc/unregistered transport requests.<br/><br/>As Transport Executive, You Need<br/><br/>   • Post-secondary or completion of post-secondary schooling.<br/>   • Minimum 5+ years of experience in Fleet Services &amp; Management/BPO Industry.<br/>   • Ability to work from any of the sites in Cairo (Full-Time).<br/>   • Flexible schedule - Majorly night shift and may change depending on business requirements.<br/>   • Deep understanding of transport operations, including routing optimization, billing, compliance, and vendor management.<br/>   • Ability to streamline processes, improve service delivery, and drive cost reductions while maintaining high service standards.<br/>   • Strong analytical skills to identify issues and implement solutions to improve service quality and efficiency.<br/>   • Strong ability to build and manage relationships with vendors to ensure service quality, accountability, and cost-effectiveness.<br/>   • Good communication and interpersonal skills to interact with staff at all levels, addressing concerns and gathering feedback to improve services.<br/>   • High attention to detail for accurate data entry, billing audits, and compliance tracking.<br/>   • Focused on providing quality service to internal and external stakeholders, ensuring a positive experience with transport operations.


ext_id: 11847
published: 2026-03-25 00:56:26+00:00
title: AI Specialist
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/11847
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re looking for a skilled and passionate AI Specialist to join our team and play a pivotal role in enhancing our operations. You'll be instrumental in optimizing our AI-powered bots, refining our knowledge base, and driving improvements in our AI prompt engineering for superior customer and agent experiences.<br/><br/>As an AI Specialist, You Will…<br/><br/>   • Train, test, and fine-tune AI bots to improve their accuracy, understanding, and responsiveness.<br/>   • Identify and resolve common bot escalation points and areas for improvement through ongoing analysis of bot interactions.<br/>   • Collaborate with agents and supervisors to gather feedback and identify training gaps for the bots.<br/>   • Develop, update, and maintain comprehensive knowledge base articles to ensure accuracy, clarity, and ease of access for both bots and human agents.<br/>   • Work closely with subject matter experts to gather information and ensure the knowledge base reflects the latest policies, procedures, and product information.<br/>   • Implement strategies for continuous improvement of knowledge base content based on usage patterns and feedback.<br/>   • Design, develop, and refine AI prompts to enhance the quality and effectiveness of bot responses and agent assistance tools.<br/>   • Experiment with different prompt structures and techniques to optimize AI performance for various contact centre scenarios.<br/>   • Work with the QA team to integrate AI prompt quality metrics into existing contact centre QA rubrics.<br/>   • Analyze AI-generated responses and bot interactions against defined quality standards, identifying areas for improvement and providing actionable feedback.<br/>   • Contribute to the development and refinement of AI quality auditing processes and tools.<br/>   • Partner with AI/ML engineers, data scientists, contact centre operations, and QA teams to implement AI solutions and improve overall system performance.<br/>   • Communicate insights and recommendations effectively to both technical and non-technical stakeholders.<br/><br/>As an AI Specialist, You Need…<br/><br/>   • Bachelor’s degree in computer science, Linguistics, Data Science, or a related field.<br/>   • Experience working in a contact centre environment or with contact centre technologies is a strong plus.<br/>   • Familiarity with prompt engineering techniques and their application in conversational AI.<br/>   • Strong understanding of knowledge management principles and experience in developing and maintaining knowledge bases.<br/>   • Excellent analytical skills with the ability to interpret data and identify trends to drive improvements.<br/>   • Exceptional communication skills, both written and verbal, with the ability to articulate complex technical concepts clearly.<br/>   • Familiarity with AI quality assurance methodologies and auditing processes is a plus.


ext_id: 12009
published: 2026-03-25 00:56:26+00:00
title: Facilities Administrator
location: Cairo, Cairo Governorate, EG
location_string: Cairo, Cairo Governorate, Egypt
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/12009
experience_level: EN
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are changing the way people think about customer service, and we need your help!<br/><br/>Are you someone who likes to make things happen? We are searching for a Facilities Administrator to be the ultimate organizer and manage a wide range of services and processes that support the core business needs of IntouchCX. We’re looking for someone with a multitasking mindset and a passion to meet the needs of both our team members and client-partners.<br/><br/>As Facilities Administrator, You Will…<br/><br/>   • Direct, coordinate and plan essential needs such as reception, security, maintenance, mail deliveries, cleaning, catering, waste disposal and recycling<br/>   • Ensure campus meets health &amp; safety requirements and create emergency preparedness plans<br/>   • Circulate designated floors to ensure overall cleanliness and security standards are met<br/>   • Respond appropriately to emergencies and/or urgent issues as they arise<br/>   • Audit campus branding and work with management to implement appropriate signage<br/>   • Support renovations of current spaces to be more in line with brand standards<br/>   • Assist in creating procurements, designing portions and ordering furniture<br/>   • Supervise and coordinate contractor work for various projects and follow up on deficiencies<br/>   • Manage internal ticketing system and flag Campus Directors on items for final spend approvals<br/>   • Manage internal site visit tool to ensure preparation for all visits (badges, food orders, room booking/preparation, tech requirements, etc.)<br/>   • Upload contracts and purchase requests for signature approvals<br/>   • Be responsible for all transportation logistics for both internal and external clients<br/>As Facilities Administrator, You Have…<br/><br/>   • High School Diploma or equivalent (required)<br/>   • Some post-secondary or completion of post-secondary schooling (preferred)<br/>   • The ability to handle a high volume of work<br/>   • Strong time management, organizational and prioritization skills<br/>   • An eye for design and exceptional attention to detail<br/>   • Proven leadership qualities such as critical thinking and problem solving skills<br/>   • Strong communication skills and a love for collaborating with diverse groups of people<br/>   • The ability to thrive in a fast-paced, ever-changing work environment<br/>   • The flexibility to work a variety of shifts including days, evenings, weekends and holidays (depending on required project deadlines or emergencies)


ext_id: 12061
published: 2026-03-25 00:56:26+00:00
title: Business Central Developer
location: NCR, PH
location_string: Metro Manila, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/12061
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Business Central Developer role involves tailoring the application to specific business needs by creating new features, modifying existing functionality, and integrating with other systems. The ideal candidate ensures seamless operation and addresses technical issues through coding and configuration.<br/><br/>As Business Central Developer, You Will…<br/><br/>   • Create custom extensions and modifications to Business Central functionality using the AL development language to meet specific business requirements.<br/>   • Integrate Business Central with other systems and applications like CRM, ERP, or external data sources using APIs and data connectors.<br/>   • Collaborate with business analysts and stakeholders to understand business needs and translate them into technical specifications for development.<br/>   • Design and develop new features, forms, reports, workflows, and dashboards within Business Central.<br/>   • Thoroughly test developed solutions to identify and fix bugs and ensure quality functionality.<br/>   • Deploy developed solutions to production environments and provide ongoing maintenance and support.<br/>   • Manage upgrades to new Business Central versions and ensure compatibility of custom solutions.<br/>   • Create comprehensive documentation for developed solutions, including user guides and technical specifications.<br/><br/>As Business Central Developer, You Need…<br/><br/>   • Bachelor's degree in Computer Science, Information Technology, or a related field.<br/>   • Proven experience as a Business Central Developer or similar role, with a strong understanding of Microsoft Dynamics 365 Business Central.<br/>   • Proficiency in AL programming language and experience with Visual Studio Code.<br/>   • Knowledge of integration techniques using APIs, web services, and data connectors.<br/>   • Experience with SQL Server, including writing and optimizing queries.<br/>   • Familiarity with Agile development methodologies and practices.<br/>   • Experience with other Microsoft Dynamics 365 applications, such as BC Customer Service, Module and Finance &amp; Operations. Ecommerce website integration to BC.<br/>   • Knowledge of Power Platform, including Power BI, Power Apps, and Power Automate.<br/>   • Understanding of cloud computing concepts and Microsoft Azure services.<br/>   • Experience with DevOps practices and tools, such as Azure DevOps or Git.<br/>   • Familiarity with data migration techniques and tools.<br/>   • Certification in Microsoft Dynamics 365 Business Central or related technologies.<br/>   • Excellent communication and collaboration skills to work effectively with stakeholders and team members.<br/>   • Ability to manage multiple projects and prioritize tasks effectively.<br/>   • Strong attention to detail and commitment to delivering high-quality solutions.<br/>   • Strong problem-solving skills and the ability to troubleshoot technical issues.


ext_id: 12413
published: 2026-03-25 00:56:26+00:00
title: Manager, Software Development
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/12413
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We're looking for a Manager, Software Development to join our growing product development team. This is a great opportunity for a motivated leader to take ownership of project delivery and manage tasks to ensure they are completed on time.<br/><br/>As Manager, Software Development, You Will…<br/><br/>   • Conduct Business Analysis &amp; Content Development.<br/>   • Manage Client Relationships &amp; Communication.<br/>   • Oversee Day-to-Day Activities &amp; Reporting.<br/>   • Perform Product Maintenance.<br/>   • Develop and deliver status reports and maintain accurate and up-to-date Project Control Workbook data.<br/>   • Assist in developing and recommending best practices and tools for project execution and management.<br/>   • Identify system deficiencies and implement effective solutions to address them.<br/>   • Develop and create scripts and tests.<br/>   • Work with a team of individuals who provide Production Support and Maintenance, and some small enhancement implementation.<br/>   • Maintain and update standard documentation.<br/>   • Support users by responding within the designated SLA.<br/>   • Limit the number of false positive and false negative results of our automated regression tests.<br/><br/>As Manager, Software Development, You Need…<br/><br/>   • A bachelor's degree in Computer Science, Information Technology, or a closely related field is preferred.<br/>   • Minimum 6 years of experience in a Manager position.<br/>   • At least 4 years of experience leading a development team.<br/>   • Effective communication, Technical Understanding, and Teamwork skills.<br/>   • Excellent problem-solving and analytical skills.<br/>   • Should have experience in the SDLC process.<br/>   • An agile experience is an added advantage.<br/>   • Must know about Open Source Technologies ( NodeJS, ReactJS, JavaScript, HTML, CSS, TypeScript, Java, .NET  etc.,)<br/>   • Experience writing relational database queries (MSSQL/MySQL).<br/>   • Experience writing NoSQL queries (MongoDB).<br/>   • Hands-on experience in the preparation of UML diagrams.


ext_id: 12424
published: 2026-03-25 00:56:26+00:00
title: Director, Software Development
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/12424
experience_level: EX
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We're looking for a Director, Software Development to join our growing product development team. This is a great opportunity for an experienced leader to take ownership of project delivery and manage tasks to ensure they are completed on time.<br/><br/>As Director, Software Development, You Will…<br/><br/>   • Conduct Business Analysis &amp; Content Development.<br/>   • Manage Client Relationships &amp; Communication.<br/>   • Oversee Day-to-Day Activities &amp; Reporting.<br/>   • Perform Product Maintenance.<br/>   • Define and drive the company’s technology roadmap in alignment with business objectives.<br/>   • Evaluate emerging technologies and tools to ensure continuous innovation.<br/>   • Establish and maintain software engineering best practices, coding standards, and architectural guidelines.<br/>   • Develop and deliver status reports and maintain accurate and up-to-date Project Control Workbook data.<br/>   • Assist in developing and recommending best practices and tools for project execution and management.<br/>   • Identify system deficiencies and implement effective solutions to address them.<br/>   • When necessary, develop, create scripts, and tests.<br/>   • Work with a team of individuals who provide Production Support and Maintenance, and some small enhancement implementation.<br/>   • Maintain and update standard documentation.<br/>   • Support users by responding within the designated SLA.<br/>   • Limit the number of false positive and false negative results of our automated regression tests<br/>   • Oversee end-to-end software development lifecycle (design, development, testing, deployment, maintenance).<br/>   • Ensure scalable, secure, and reliable system architecture and software delivery.<br/>   • Implement DevOps, CI/CD pipelines, and agile methodologies to improve productivity and quality.<br/>   • Partner with Product Management, Business, and Operations to align technical solutions with customer needs.<br/>   • Translate business requirements into technical execution strategies.<br/>   • Manage vendor relationships and third-party technology partnerships.<br/>   • Define technical KPIs and measure engineering effectiveness.<br/>   • Ensure compliance with security, regulatory, and data privacy standards.<br/>   • Anticipate risks and establish disaster recovery and business continuity plans. Prior leadership in a fast-paced, high-growth environment (startup or transformation projects).<br/>   • Scale SaaS or enterprise-grade software products.<br/><br/>As Director, Software Development, You Need…<br/><br/>   • A bachelor's degree in Computer Science, Information Technology, or a closely related field is preferred.<br/>   • Minimum 12 years of experience in a Manager, Senior Manager, or Director position.<br/>   • At least 10 years of experience leading a development team.<br/>   • Prior leadership in a fast-paced, high-growth environment (startup or transformation projects).<br/>   • Familiarity with AI/ML, data platforms, and cybersecurity practices.<br/>   • Ability to inspire technical teams and influence executive-level decision-making.<br/>   • Knowledge in Open Source Technologies (NodeJS, ReactJS, JavaScript, HTML, CSS, TypeScript, Java, .NET  etc.,)<br/>   • Experience writing relational database queries (MSSQL/MySQL).<br/>   • Experience writing NoSQL queries (MongoDB).<br/>   • Hands-on experience in the preparation of UML diagrams.


ext_id: 12433
published: 2026-03-25 00:56:26+00:00
title: Junior Analyst, FP&A
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/12433
experience_level: EN
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are looking for a highly detailed and organized Junior Analyst to join our dynamic Financial Planning &amp; Analysis (FP&amp;A) team. This role is critical to the accuracy of our billing process. The successful candidate will be responsible for auditing agent hours tracked across our systems for over 200 clients, ensuring data integrity and preventing revenue leakage. This position offers an excellent opportunity to develop analytical skills within a fast-paced call center environment.<br/><br/><br/>As Junior Analyst, FP&amp;A, You Will…<br/><br/>   • Perform daily audits of agent hours logged in our tracking systems against the scheduled time to ensure accuracy for billing purposes.<br/>   • Systematically identify, investigate, and document variances, discrepancies, and potential errors in reported hours.<br/>   • Collaborate proactively with Operations leadership to facilitate the timely investigation and correction of identified discrepancies.<br/>   • Maintain detailed logs of audit findings and track the status of resolutions to ensure all issues are brought to a close.<br/>   • Escalate persistent issues or significant discrepancies to management clearly and concisely to ensure prompt resolution.<br/>   • Assist in generating reports related to agent productivity, billable hours, and audit outcomes.<br/>   • Contribute to the continuous improvement of audit processes and best practices.<br/><br/>As Junior Analyst, FP&amp;A, You Need…<br/><br/>   • Post-secondary education in Business, Finance, Accounting, or a related field is preferred.<br/>   • Proven proficiency in Google Sheets / Microsoft Excel is essential.<br/>   • Exceptional attention to detail and a commitment to accuracy are paramount.<br/>   • Strong organizational and time-management skills with the ability to manage a high volume of tasks and meet daily deadlines.<br/>   • Excellent written and verbal communication skills, with the ability to articulate complex issues clearly to various stakeholders.<br/>   • A proactive and persistent approach to problem-solving and follow-up.<br/>   • Ability to work independently as well as part of a collaborative team.<br/>   • Previous experience in an analyst, auditing, or call center role is an asset but not required.


ext_id: 12458
published: 2026-03-25 00:56:26+00:00
title: Data Analyst
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/12458
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>Join us in transforming the perception of customer service!<br/><br/>We are seeking a dedicated Data Analyst to analyze and report on operational data, enhancing program performance visibility. This role is vital in contributing to various projects and performing ad-hoc analyses, providing timely insights that support strategic decision-making. If you are passionate about data and eager to make a significant impact, we invite you to apply!<br/><br/><br/>As Data Analyst, You Will…<br/><br/>   • Collect and organize large sets of data from various sources<br/>   • Analyze and interpret data using statistical methods and software<br/>   • Identify patterns and trends in data to inform business decisions<br/>   • Develop and maintain databases and data systems to ensure accuracy and efficiency<br/>   • Create reports and visualizations to communicate findings and insights to stakeholders<br/>   • Collaborate with cross-functional teams to drive data-driven decision making<br/>   • Continuously monitor and evaluate data to identify areas for improvement or optimization<br/>   • Stay up-to-date with industry trends and advancements in data analysis techniques<br/><br/><br/>As Data Analyst, You Have…<br/><br/>   • A bachelor’s degree in Mathematics, Statistics, Computer Science, or a related field is preferred<br/>   • A minimum of 2-3 years of experience in an analyst role, preferably within a contact center environment, is<br/>   • required<br/>   • Strong knowledge of data visualization tools such as Looker and Power BI to create visual representations of data<br/>   • Strong proficiency in G Suite products, including Google Sheets, Looker, and BigQuery<br/>   • Experience with maintaining and developing reporting tools is highly desirable<br/>   • Strong Excel skills are a must<br/>   • Proficiency in fine-tuning data queries with strong SQL skills and knowledge of SQL Server Integration Services (SSIS)<br/>   • Strong analytical skills to analyze complex data sets and draw meaningful insights<br/>   • Excellent communication skills to present findings clearly and concisely to stakeholders<br/>   • Attention to detail to ensure accuracy in data analysis and reporting<br/>   • Ability to work with large data sets and databases<br/>   • Flexibility and adaptability to thrive in a fast-paced and constantly changing environment<br/>   • Commitment to continuous learning and upskilling to stay current with the latest tools and technologies in data analysis


ext_id: 14817
published: 2026-02-12 18:13:13+00:00
title: Resource Planner
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/14817
experience_level: MI
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are changing the way people think about customer service, and we need your help!<br/><br/>We’re looking for a Resource Planner to join our Workforce Team, who supports IntouchCX’s resource planning initiatives from a staffing point of view. This role is responsible for scheduling, tracking and assisting in the execution of intraday staffing management, ensuring staffing levels are sufficient to meet our overall performance goals.<br/><br/>As Resource Planner, You Will…<br/>   • Manage all day-to-day activities in Workforce Management<br/>   • Manage schedules, exceptions, data tracking and Service Levels<br/>   • Monitor daily Key Performance Indicators to diagnose emerging trends and adjust staffing as required<br/>   • Maintain employee information and its accuracy on an ongoing basis<br/>   • Plan and create new hire schedules while tracking shift availability<br/>   • Report by program as required<br/><br/>As Resource Planner, You Have…<br/><br/>   • University or College Degree in a related discipline - Computer Science, Marketing, Communications or Business (a combination of work experience and education will be considered)<br/>   • Advanced knowledge of MS Word, MS Excel and Outlook<br/>   • Adaptability to learn a variety of software programs including Aspect, Teleopti and Genesys (prior experience in one of these platforms is considered an asset)<br/>   • High level of accuracy regarding data entry<br/>   • Strong analytical and problem solving skills<br/>   • Willingness to learn and adapt to working in a fast-paced environment<br/>   • The ability to multitask and self-manage the work day


ext_id: 14833
published: 2026-02-16 17:47:16+00:00
title: Operations Manager
location: Las Vegas, NV, US
location_string: Las Vegas, Nevada, United States
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/14833
experience_level: MI
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>We’re searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus’s overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.<br/><br/>As Operations Manager, You Will…<br/>   • Ensure proper planning, staffing and direction of the operational functions<br/>   • Manage and supervise teams<br/>   • Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees<br/>   • Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service<br/>   • Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas<br/>   • Develop customized reporting to measure and track operational statistics, data and results<br/>   • Develop solutions to improve business performance and partner success<br/>   • Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues<br/>   • Motivate teams through relationship building and real-time coaching<br/>   • Develop and deploy incentive programs to motivate employees to achieve desired outcomes<br/>   • Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team<br/>   • Collaborate with other departments within the organization (HR, IT, etc) to resolve issues<br/>   • Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings<br/><br/>As Operations Manager, You Have…<br/>   • Completion of post-secondary education (a major in Business or Commerce will be considered an asset)<br/>   • A minimum of 5 years of experience in the contact center industry<br/>   • At least 3 years of experience in an Operations Management role overseeing front-line employees<br/>   • Experience in client relationship management and employee development/coaching<br/>   • Experience dealing with escalated issues in a contact center capacity<br/>   • The ability to successfully work across cross-functional teams<br/>   • A positive work ethic and commitment to achieve the best possible outcomes<br/>   • The passion to be a role model that exemplifies our 10 Things (cultural values)<br/>   • Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner<br/>   • Excellent communication skills; listening, verbal and written<br/>   • Ability to assess the “big picture” and draw connections between inputs and outputs<br/>   • Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations<br/>   • Ability to use spreadsheet applications to maintain and develop operational and financial data reporting<br/>   • Ability to type 30 WPM with accuracy<br/>   • Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment<br/>   • Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred<br/><br/><br/>IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.<br/>Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.<br/><br/><br/> U.S Department of Labor Posters<br/><br/> Benefits of Working as an Operations Manager…<br/><br/>   • Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)<br/>   • Amazing career growth opportunities


ext_id: 14839
published: 2026-02-17 12:10:59+00:00
expired: 2026-03-28 14:23:35+00:00
title: Training and Quality Assurance Manager
location: Cebu City, Central Visayas, PH
location_string: Cebu City, Central Visayas, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/14839
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are seeking a Quality Assurance and Training Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.<br/><br/>As Quality Assurance and Training Manager, You Will…<br/><br/>   • Proactively solicit and provide feedback by being honest and transparent<br/>   • Plan, develop and implement comprehensive professional development and training plans<br/>   • Promote an inclusive learning environment and facilitate staff meetings<br/>   • Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development<br/>   • Provide coaching to global staff in quality assurance and training to support superior performance<br/>   • Responsible for the effective selection, development, supervision, evaluation and training of direct reports<br/>   • Perform routine audits and track call performance<br/>   • Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers<br/>   • Assist with or conduct training to keep the team updated on changes that may occur in information or procedures<br/>   • Assign and monitor workload and performance of Trainers and Quality Analysts<br/>   • Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations<br/>   • Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned<br/>   • Identify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriate<br/>   • Work with client and Operations Manager to perform corrective action<br/>   • Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy<br/><br/>As Quality Assurance and Training Manager, You Have…<br/><br/>   • 3+ years of leadership experience, preferably in the customer service industry<br/>   • Post-secondary education preferred<br/>   • Demonstrated, progressive leadership and management skills, preferably in a contact center environment<br/>   • Experience leading teams in a global capacity<br/>   • Experience working in a fast paced environment across multiple locations globally<br/>   • Strong verbal and written communication skills<br/>   • Exceptional organizational and time management skills – must be able to multitask and prioritize<br/>   • Superior analytical skills, problem solving and decision making skills<br/>   • Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)<br/>   • Understanding of continuous improvement plans<br/>   • Good understanding of business acumen<br/>   • Independent thinker<br/>   • Excellent presentation skills


ext_id: 14865
published: 2026-02-17 16:39:21+00:00
title: Recruitment Manager
location: Winnipeg, MB, CA
location_string: Winnipeg, Manitoba, Canada
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/14865
experience_level: MI
language: en
has_remote: False
salary_currency: CAD
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>We’re changing the way people think about customer care, and we need your help!<br/><br/>We’re looking for a Recruitment Manager to lead and manage our Recruiting Team. Reporting into the Director of Recruiting, this role will also be responsible for supporting recruiting strategies and people-related initiatives within the company.<br/><br/><br/>As Recruitment Manager, You Will…<br/>   • Lead and manage Recruiting Teams while developing effective recruiting practices for volume recruiting<br/>   • Provide recruiting support for management and other departments, ensuring global recruiting strategies are implemented<br/>   • Assist hiring managers with interviewing and selecting candidates for the right corporate culture and role fit<br/>   • Support and help implement people-related change initiatives and recruiting deliverables<br/>   • Support the development of strategic online recruiting presence – ex. Job Bank, Monster, LinkedIn, Facebook, etc.<br/>   • Track and report recruitment acquisition statistics while producing accurate and relevant metrics<br/>   • Coach team members on development needs, career growth and learning opportunities<br/>   • Help with special projects as needed<br/><br/><br/>As Recruitment Manager, You Have…<br/><br/>   • Certificate or degree in Business with a major in Human Resources<br/>   • 3-5 years of leadership experience in HR and/or Recruiting, preferably in a contact center setting<br/>   • Exceptional and effective communication skills (oral and written) with an approach that builds and nurtures strong relationships<br/>   • The ability to self-manage daily duties and time in a fast-paced, always changing environment<br/>   • The ability to organize and follow-up on multiple tasks with accuracy and timeliness<br/>   • Creative problem solving and project management skills, with an eye for detail<br/>   • The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds<br/>   • A service-oriented attitude with the ability to adapt to change and innovation<br/>   • A strategic mindset with the ability to plan and execute for a desired result<br/><br/><br/>IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.<br/>IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.<br/><br/><br/>Benefits of Working as a Recruitment Manager…<br/>   • Industry-leading medical, vision, and dental benefit plans + paid time off benefits<br/>   • Amazing career growth opportunities


ext_id: 14888
published: 2026-02-18 10:16:52+00:00
title: Training and Quality Manager
location: Clark Freeport, Central Luzon, PH
location_string: Clark Freeport Zone, Central Luzon, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/14888
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are seeking a Quality Assurance  and Training Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.<br/><br/>As Quality Assurance and Training Manager, You Will…<br/><br/>   • Proactively solicit and provide feedback by being honest and transparent<br/>   • Plan, develop and implement comprehensive professional development and training plans<br/>   • Promote an inclusive learning environment and facilitate staff meetings<br/>   • Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development<br/>   • Provide coaching to global staff in quality assurance and training to support superior performance<br/>   • Responsible for the effective selection, development, supervision, evaluation and training of direct reports<br/>   • Perform routine audits and track call performance<br/>   • Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers<br/>   • Assist with or conduct training to keep the team updated on changes that may occur in information or procedures<br/>   • Assign and monitor workload and performance of Trainers and Quality Analysts<br/>   • Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations<br/>   • Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned<br/>   • Identify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriate<br/>   • Work with client and Operations Manager to perform corrective action<br/>   • Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy<br/>   •<br/>As Quality Assurance and Training Manager, You Have…<br/><br/>   • 3+ years of leadership experience, preferably in the customer service industry<br/>   • Post-secondary education preferred<br/>   • Demonstrated, progressive leadership and management skills, preferably in a contact center environment<br/>   • Experience leading teams in a global capacity<br/>   • Experience working in a fast paced environment across multiple locations globally<br/>   • Strong verbal and written communication skills<br/>   • Exceptional organizational and time management skills – must be able to multitask and prioritize<br/>   • Superior analytical skills, problem solving and decision making skills<br/>   • Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)<br/>   • Understanding of continuous improvement plans<br/>   • Good understanding of business acumen<br/>   • Independent thinker


ext_id: 14896
published: 2026-02-18 10:49:49+00:00
title: Scheduling Specialist
location: Cebu City, Central Visayas, PH
location_string: Cebu City, Central Visayas, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/14896
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re looking for a Scheduling Specialist to work in partnership with both our Operations and Workforce Management Team to align the accuracy of original schedules to forecasted work volume. Reporting to the Manager of Resource Planning, this role will also be responsible for ongoing analysis and continuous improvement.<br/><br/>As Scheduling Specialist, You Will…<br/><br/>   • Assist with schedule and tracker management to ensure that all schedules are generated properly<br/>   • Identify customer contact trends to ensure appropriate resources are utilized<br/>   • Manage schedule information for new and existing employees in multiple locations using a workforce software program<br/>   • Ensure employee information is accurately entered and maintained on an ongoing basis<br/>   • Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated<br/>   • Update parameters within the Workforce Management System to ensure efficient scheduling of resources to meet service level and productivity goals<br/>   • Work closely with the Operations Team to ensure availabilities are conducive to the business needs<br/><br/>As Scheduling Specialist, You Have…<br/>   • A post-secondary degree or certificate with a focus on Business Administration (a combination of work experience and education will be considered)<br/>   • Experience with workforce management systems (asset)<br/>   • Advanced knowledge of Microsoft Excel (asset)<br/>   • Knowledge of contact center operations, functions and business processes<br/>   • Strong technical, analytical and problem solving skills<br/>   • Superior attention to detail with an eye for accuracy<br/>   • The ability to adapt to change in an innovative and fast paced environment<br/>   • Strong organizational skills and the ability to follow through on projects<br/>   • Excellent written and verbal communication skills<br/>   • The ability to work both independently and in a team setting within a fast-paced, entrepreneurial


ext_id: 14910
published: 2026-02-18 14:27:50+00:00
title: Sourcing Lead Generation Supervisor
location: NCR, PH
location_string: Metro Manila, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/14910
experience_level: SE
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Sourcing Lead Generation Supervisor is responsible for designing and executing proactive sourcing lead generation strategies, building strong candidate pipelines, and aligning recruitment efforts with organizational goals. They act as the strategic driver of how talent is identified, attracted, and engaged across multiple channels.<br/><br/>As Sourcing Lead Generation Supervisor, You Will…<br/><br/>   • Develop and implement sourcing leads generation strategies that align with business expansion and workforce needs.<br/>   • Build and maintain a robust pipeline of qualified candidates for current and future hiring requirements.<br/>   • Partner with HR and marketing teams to promote the company’s brand and attract top talent.<br/>   • Work closely with hiring managers, recruiters, and leadership to understand talent needs and deliver sourcing solutions.<br/>   • Introduce creative, cost-effective sourcing leads generation methods (social media, employee referrals, events, niche platforms).<br/>   • Track sourcing effectiveness, analyze data, and provide insights to improve recruitment outcomes.<br/>   • Guide and mentor sourcing specialists, ensuring alignment with organizational goals.<br/><br/>As Sourcing Lead Generation Supervisor, You Need…<br/><br/>   • Bachelor’s Degree (preferred).<br/>   • 2-3 years of recruiting or sourcing experience in a fast-paced, high-volume call center environment or related industry.<br/>   • A strong analytical mindset for interpreting hiring trends and data.<br/>   • Excellent communication skills to effectively influence stakeholders and engage candidates.<br/>   • Ability to creatively source candidates using non-traditional channels.<br/>   • Project management skills to effectively oversee multiple concurrent hiring initiatives.<br/>   • Excellent leadership and coaching abilities to elevate sourcing teams.


ext_id: 14915
published: 2026-02-19 17:47:41+00:00
title: Training Facilitator
location: Guatemala City, Guatemala Department, GT
location_string: Guatemala City, Guatemala Department, Guatemala
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/14915
experience_level: MI
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are changing the way people think about customer service, and we need your help! We’re seeking a Trainer to deliver training modules and run classes for our team members.<br/><br/>Are you a leader with a passion to help people learn? This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum development.<br/><br/><br/>As Training Facilitator, You Will…<br/><br/>   • Provide training to new and existing employees<br/>   • Develop and deliver training plans and curriculum to classes of up to 25 people<br/>   • Develop and utilize a variety of creative teaching techniques<br/>   • Develops and administers knowledge assessment testing<br/>   • Assist with QA monitoring, feedback and coaching<br/>   • Maintain up-to-date reporting on training progress, effectiveness and improvements<br/>   • Stay informed of current client products and services<br/>   • Interact with partners, ensuring they understand the training environment, successes and opportunities for development<br/>   • Manage new Trainers and Training Facilitators<br/>   • International Travel is Required<br/><br/><br/>As Training Facilitator, You Have…<br/><br/>   • BS/BA in Education or Business Administration or equivalent work experience preferred<br/>   • Knowledge of adult learning principles and the ability to implement these principles into a training curriculum<br/>   • 3+ years previous contact center experience preferred<br/>   • Experience in customer service training<br/>   • Experience in coaching and mentoring<br/>   • Knowledge of existing and emerging training methods and tools<br/>   • Knowledge of call center systems, ACD/IVR and performance statistics<br/>   • Strong verbal and written communication skills, including presentation skills<br/>   • Strong analytical and problem solving skills<br/>   • Ability to build rapport with clients and interact with team members at various position levels<br/>   • Ability to multitask effectively and work in a fast paced environment<br/>   • Ability to develop employees through positive motivation<br/>   • Ability to adapt to change and innovation<br/>   • Ability to potentially travel<br/>   • Skills in MS Office programs (Word, Excel and PowerPoint)<br/>   • Valid travel documents for international travel<br/><br/><br/>IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.


ext_id: 14930
published: 2026-02-20 10:37:00+00:00
title: Payroll Data Analyst
location: NCR, PH
location_string: Metro Manila, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/14930
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are changing how people think about customer service, and we need your help!<br/><br/>We are looking for a Payroll Data Analyst to join our North America Payroll team — someone with the vision, experience, and passion to make a real impact. The ideal candidate brings an analytical mindset, a commitment to accuracy, and the drive to deliver meaningful insights for both our management teams and our clients.<br/><br/><br/>As a Payroll Data Analyst, You Will…<br/><br/>   • Audit HRIS, Payroll, and Time &amp; Attendance System entries.<br/>   • Prepare and audit hours sent to temp agencies.<br/>   • Create and import bulk payroll entries.<br/>   • Prepare Bonus and Incentive entries.<br/>   • Create and deliver payroll financial management reports.<br/>   • Perform monthly benefit reconciliations (Oversee bi-weekly benefit repayments).<br/>   • Prepare Ad hoc reports as requested.<br/>   • Identify opportunities to increase efficiency with automation.<br/><br/>As a Payroll Data Analyst, You Have…<br/><br/>   • 1-2 years of experience in a finance role.<br/>   • Previous HR or Payroll experience could be an asset.<br/>   • Strong analytical and problem-solving experience with attention to detail.<br/>   • Ability to work effectively in a team environment as well as independently with minimal supervision.<br/>   • Excellent communication skills: listening, verbal, and written.<br/>   • Excellent organizational and time management skills.<br/>   • Advanced Microsoft Excel skills.<br/>   • Above-average report writing experience.<br/>   • Quick learner, has an eager personality.


ext_id: 14938
published: 2026-02-20 11:35:37+00:00
title: Real Time Analyst
location: Bogota, CO
location_string: Bogotá, Cundinamarca, Colombia
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/14938
experience_level: MI
language: en
has_remote: False
salary_currency: COP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.<br/><br/>As Real Time Analyst, You Will…<br/><br/>   • Evaluate large amounts of data<br/>   • Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members<br/>   • Adjust staffing and scheduling according to changing needs of the business<br/>   • Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients<br/>   • Monitor schedules and escalate issues regarding attendance adherence<br/>   • Work with team members to ensure they know their statistics related to the schedule<br/><br/>As Real Time Analyst, You Have…<br/><br/>   • High school diploma or equivalent (required)<br/>   • Some post-secondary or completion of post-secondary schooling (preferred)<br/>   • Good communication skills<br/>   • Advanced knowledge of MS Word and Excel<br/>   • Adaptability to learn a variety of software programs<br/>   • A high level of accuracy with regards to data entry<br/>   • Strong analytical and problem solving skills<br/>   • Willingness to learn and adapt to working in a new environment<br/>   • The ability to multitask and self-manage your work day


ext_id: 14956
published: 2026-02-25 18:45:52+00:00
title: Business Analyst
location: Tegucigalpa, Francisco Morazán Department, HN
location_string: Tegucigalpa, Francisco Morazán, Honduras
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/14956
experience_level: MI
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Business Analyst plays a crucial role in enhancing the efficiency of business operations, ensuring the successful progression of projects, and the seamless operationalization of business processes. The role includes facilitating clear communication and alignment between stakeholders through workshops and strong relationship management. By developing comprehensive guides and training materials, the Business Analyst supports both project implementation and end-user engagement, ultimately driving the organization's success.<br/><br/><br/>As a Business Analyst, You Will…<br/><br/>   • Identify the analysis requirement, coordinate with teams, and finalize the specific requirement.<br/>   • Follow up on the progress of work items and communicate with project team members.<br/>   • Capture detailed minutes of meetings, while organizing and distributing relevant information to appropriate stakeholders.<br/>   • Ensure the project team adheres to the provided timelines and deliverables.<br/>   • Provide status updates on projects, indicate key milestones, and take project decisions to leadership for guidance.<br/>   • Gather, analyze, specify, validate, and document both business and functional requirements of stakeholders, along with customers or business users.<br/>   • Gather, scrub, organize, analyze, and present insights from headers or metrics data.<br/>   • Analyze, comprehend, and document current processes through participation in and/or facilitating brainstorming sessions, root cause analysis, or other discovery practices with stakeholders.<br/>   • Perform analysis of business processes, highlighting issues and challenges, then recommending solutions and improvements.<br/>   • Develop and implement test plans to ensure the successful delivery of projects.<br/>   • Communicate plans, actions, risks, and issues with key stakeholders.<br/>   • Understand quality assurance requirements, prepare, and publish internal Scorecards for Quality Assurance Analysts and Team Leads.<br/><br/><br/>As a Business Analyst, You Have…<br/><br/>   • A Degree or Diploma in Business Administration, Information Systems, Engineering, Computer Science, or a related field.<br/>   • 1.5 – 3 years of experience in business analysis, project coordination, or process improvement roles.<br/>   • Experience in gathering and documenting business and functional requirements.<br/>   • Strong ability to build and maintain relationships with cross-functional teams and stakeholders.<br/>   • Knowledge of business process modeling, root cause analysis, and documentation techniques.<br/>   • Familiarity with Quality Assurance concepts, test planning, and publishing internal performance scorecards.<br/>   • Strong verbal and written communication skills, including workshop facilitation and meeting documentation.<br/>   • Proficiency in Microsoft Excel, Google Sheets, and presentation tools (e.g., PowerPoint, Google Slides).<br/>   • Excellent organizational and time management skills with a proactive approach to tracking project progress.<br/>   • Ability to manage multiple priorities and work effectively under pressure.<br/>   • High attention to detail with a focus on accuracy and clarity in analysis and reporting.<br/>   • A collaborative mindset with strong analytical, problem-solving, and decision-making skills.<br/>   • Adaptability in dynamic project environments and comfort with shifting priorities and timelines.


ext_id: 14962
published: 2026-02-25 18:44:35+00:00
title: Business Analyst
location: Guatemala City, Guatemala Department, GT
location_string: Guatemala City, Guatemala Department, Guatemala
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/14962
experience_level: MI
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Business Analyst plays a crucial role in enhancing the efficiency of business operations, ensuring the successful progression of projects, and the seamless operationalization of business processes. The role includes facilitating clear communication and alignment between stakeholders through workshops and strong relationship management. By developing comprehensive guides and training materials, the Business Analyst supports both project implementation and end-user engagement, ultimately driving the organization's success.<br/><br/><br/>As a Business Analyst, You Will…<br/><br/>   • Identify the analysis requirement, coordinate with teams, and finalize the specific requirement.<br/>   • Follow up on the progress of work items and communicate with project team members.<br/>   • Capture detailed minutes of meetings, while organizing and distributing relevant information to appropriate stakeholders.<br/>   • Ensure the project team adheres to the provided timelines and deliverables.<br/>   • Provide status updates on projects, indicate key milestones, and take project decisions to leadership for guidance.<br/>   • Gather, analyze, specify, validate, and document both business and functional requirements of stakeholders, along with customers or business users.<br/>   • Gather, scrub, organize, analyze, and present insights from headers or metrics data.<br/>   • Analyze, comprehend, and document current processes through participation in and/or facilitating brainstorming sessions, root cause analysis, or other discovery practices with stakeholders.<br/>   • Perform analysis of business processes, highlighting issues and challenges, then recommending solutions and improvements.<br/>   • Develop and implement test plans to ensure the successful delivery of projects.<br/>   • Communicate plans, actions, risks, and issues with key stakeholders.<br/>   • Understand quality assurance requirements, prepare, and publish internal Scorecards for Quality Assurance Analysts and Team Leads.<br/><br/><br/>As a Business Analyst, You Have…<br/><br/>   • A Degree or Diploma in Business Administration, Information Systems, Engineering, Computer Science, or a related field.<br/>   • 1.5 – 3 years of experience in business analysis, project coordination, or process improvement roles.<br/>   • Experience in gathering and documenting business and functional requirements.<br/>   • Strong ability to build and maintain relationships with cross-functional teams and stakeholders.<br/>   • Knowledge of business process modeling, root cause analysis, and documentation techniques.<br/>   • Familiarity with Quality Assurance concepts, test planning, and publishing internal performance scorecards.<br/>   • Strong verbal and written communication skills, including workshop facilitation and meeting documentation.<br/>   • Proficiency in Microsoft Excel, Google Sheets, and presentation tools (e.g., PowerPoint, Google Slides).<br/>   • Excellent organizational and time management skills with a proactive approach to tracking project progress.<br/>   • Ability to manage multiple priorities and work effectively under pressure.<br/>   • High attention to detail with a focus on accuracy and clarity in analysis and reporting.<br/>   • A collaborative mindset with strong analytical, problem-solving, and decision-making skills.<br/>   • Adaptability in dynamic project environments and comfort with shifting priorities and timelines.<br/><br/><br/>IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.


ext_id: 14976
published: 2026-02-23 09:28:17+00:00
title: Quality Assurance Analyst (Spanish/English Bilingual)
location: Cairo, Cairo Governorate, EG
location_string: Cairo, Cairo Governorate, Egypt
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/14976
experience_level: MI
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re changing the way people think about customer service, and we need your help!<br/><br/>We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.<br/><br/>As Quality Assurance Analyst (Spanish/English Bilingual), You Will…<br/><br/>   • Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed<br/>   • Complete Quality Assurance and coaching session reports on a weekly basis<br/>   • Attend and participate in meetings with supervisors and managers to review monitoring lists<br/>   • Attend and participate in partner and internal calibration meetings<br/>   • Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers<br/>   • Report scripting problems or questions from callers to appropriate departments<br/>   • Distribute partner and company related correspondence to all CSRs/Tier 2 team members<br/>   • Perform other duties as assigned<br/><br/>As Quality Assurance Analyst (Spanish/English Bilingual), You Have…<br/><br/>   • High school diploma or equivalent (required)<br/>   • Must be fluent in Spanish and English, written and oral<br/>   • 1 year of front-line contact center experience (preferred)<br/>   • 1-2 years of Quality Assurance experience (preferred)<br/>   • Intermediate knowledge of MS Excel, MS Word and MS Office (required)<br/>   • Ability to type 30 wpm minimum with accuracy<br/>   • Strong verbal and written communication skills, including spelling and grammar<br/>   • Excellent organizational and time management skills<br/>   • Ability to make fair and consistent judgments and decisions<br/>   • Ability to multi-task under high-pressure situations<br/>   • Ability to solve problems and offer suggestions in a positive and developmental manner<br/>   • Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls<br/>   • Ability to perform basic mathematical functions to ensure scoring accuracy<br/>   • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds<br/>   • Ability to work a variety of shifts including days, afternoons, evenings and holidays


ext_id: 14988
published: 2026-02-23 11:51:26+00:00
title: Training and Quality Manager
location: NCR, PH
location_string: Metro Manila, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/14988
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.<br/><br/>As Quality Assurance/Training Manager, You Will…<br/>   • Proactively solicit and provide feedback by being honest and transparent<br/>   • Plan, develop and implement comprehensive professional development and training plans<br/>   • Promote an inclusive learning environment and facilitate staff meetings<br/>   • Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development<br/>   • Provide coaching to global staff in quality assurance and training to support superior performance<br/>   • Responsible for the effective selection, development, supervision, evaluation and training of direct reports<br/>   • Perform routine audits and track call performance<br/>   • Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers<br/>   • Assist with or conduct training to keep the team updated on changes that may occur in information or procedures<br/>   • Assign and monitor workload and performance of Trainers and Quality Analysts<br/>   • Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations<br/>   • Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned<br/>   • Identify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriate<br/>   • Work with client and Operations Manager to perform corrective action<br/>   • Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy<br/><br/>As Quality Assurance/Training Manager, You Have…<br/>   • 3+ years of leadership experience, preferably in the customer service industry<br/>   • Post-secondary education preferred<br/>   • Demonstrated, progressive leadership and management skills, preferably in a contact center environment<br/>   • Experience leading teams in a global capacity<br/>   • Experience working in a fast paced environment across multiple locations globally<br/>   • Strong verbal and written communication skills<br/>   • Exceptional organizational and time management skills – must be able to multitask and prioritize<br/>   • Superior analytical skills, problem solving and decision making skills<br/>   • Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)<br/>   • Understanding of continuous improvement plans<br/>   • Good understanding of business acumen<br/>   • Independent thinker


ext_id: 15014
published: 2026-02-24 17:20:48+00:00
title: Facilities Analyst
location: Guadalajara, Jal., MX
location_string: Guadalajara, Jalisco, Mexico
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15014
experience_level: MI
language: en
has_remote: False
salary_currency: MXN
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/>The Facilities Analyst will work directly with administrative processes, file documentation, purchase order (PO) elaboration, budget control, legalization of expenses (petit cash, credit cards. down payments, etc), deliveries and reclamation of equipment (when needed).<br/>The ideal candidate will be someone with a high attitude for learning, strong passion for new challenges, emotional intelligence and teamwork sense.<br/><br/>As Facilities Analyst, You Will…<br/>   • Be involved in the access authorization process, guarantee the accomplishment of security policy.<br/>   • Responsible for legalization of expenses of the area (petit cash, corporate credit cards, down payments, etc)<br/>   • Support the team with calls to agents (current and former employees) in order to  reach reclamation goals<br/>   • Create POs in Netsuite and update of the budget tracker<br/>   • Follow up the vendor invoice process every month<br/>   • Identify opportunities from data analysis and propose solutions<br/><br/>As Facilities Analyst, You Have…<br/><br/>   • University and/or College Diploma in Business Administration or any related field is preferred<br/>   • A combination of work experience and education will be considered<br/>   • Minimum 1+ years of experience in Analyst roles for administrative areas (Logistics experience will be taken into account)<br/>   • Intermediate Microsoft Excel skills and proficiency in other Microsoft Office applications (Word, PowerPoint, etc.)<br/>   • Excellent verbal and written communication skills (English is not required)<br/>   • Proven ability to work effectively in a team environment as well as independently with minimal supervision<br/>   • Strong analytical skills<br/>   • Highly motivated and eager personality<br/>   • Attention to detail with an eye for accuracy<br/>   • Ability to organize and deliver tasks with accuracy and timeliness<br/>   • Goal oriented


ext_id: 15025
published: 2026-02-25 16:44:28+00:00
title: Senior Real Time Analyst (WFM Managed Services)
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15025
experience_level: SE
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>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.<br/><br/><br/>As Senior Real Time Analyst (RTA), You Will…<br/><br/>Act as shift point of contact:<br/>   • Overlook the team in the absence of the Manager/Supervisor<br/>   • Conduct RTA huddles and pass updates to the team<br/>   • Act as SME and train new members in the team<br/>Queue management:<br/>   • Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day<br/>   • Situational management (vendor level)<br/>         ◦ BCP situations: Tools issues, WFM Systems issues, etc.<br/>         ◦ Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools.<br/>   • Intraday Management<br/>   • Facilitate daily syncs with clients/vendors to review performance<br/>   • Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)<br/>   • Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing<br/>   • Approve and push extra time/VTO/off phone requests by vendors<br/>   • Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance<br/>   • Perform root cause analysis (end of day) &amp; provide updates to enterprise network &amp; leadership team<br/><br/>Reporting:<br/>   • Track daily/weekly/monthly performance and provide context on the following metrics:<br/>         ◦ Service Level/ASA<br/>         ◦ Shrinkage/Absenteeism<br/>         ◦ EOD reports<br/>Additional tasks:<br/>   •  Provide regular feedback to the planning and scheduling team<br/><br/>As Senior Real Time Analyst (RTA), You Have…<br/>   • A University education with a technical background (mathematical or statistical course desirable) is preferred<br/>   • 3+ years previous call center experience required<br/>   • Minimum 1 year WorkForce Management experience is required<br/>   • Previous work experience working with Global vendors is considered an asset<br/>   • Advanced level of MS Excel/Google sheets<br/>         ◦  Pivot Tables<br/>         ◦ V-Lookup/X-Lookup<br/>         ◦  Index/Match<br/>   • Ability to create charts/graphs<br/>   • 1+ years of previous experience with any WFM tools is required<br/>         ◦  NICE IEX<br/>         ◦ Aspect eWFM<br/>         ◦ Verint<br/>         ◦ Calabrio<br/>   • Knowledge of programming / Tableau will be an asset<br/>   • Excel/BI/Reporting tools certifications will be an asset<br/>   • Good communication skills,local language and English (required)<br/>   • Additional languages would be an asset<br/>   • Ability to identify emerging trends, measure impact on the business and use good judgment<br/>   • Experience in facilitating meetings<br/>   • Proactively distill and analyze data, charts, and graphs into actionable insights &amp; present recommendations to stakeholders and other audiences<br/>   • Able to collaborate with client’s cross-functional teams and vendor RTA teams<br/>   • Clear and concise, written and verbal communication (in English)<br/>   • Fundamental understanding of call center metrics


ext_id: 15039
published: 2026-02-25 18:55:27+00:00
title: Senior Team Lead (German/English Bilingual)
location: Athens, GR
location_string: Athens, Attica, Greece
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15039
experience_level: SE
language: en
has_remote: False
salary_currency: EUR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re changing the way people think about customer care, and we need your help!<br/><br/>We’re searching for a Senior Team Lead to provide leadership to Customer Service Representatives and collaborate with Team Leaders on things like performance. training, development and employee recognition. This role is responsible for directing and managing operational activities and contributing to the campus’s overall strategic direction.<br/><br/><br/>As Senior Team Lead (German/English Bilingual), You Will…<br/><br/>   • Provide supervision to Customer Service Representatives (CSR) and Team Leads, ensuring proper training, support and customer service is delivered<br/>   • Promote professional and personal development of individual team members through performance evaluations, training needs, coaching and career opportunity programs<br/>   • Negotiate and mediate with customers or CSRs when required to resolve issues and meet expectations<br/>   • Learn and maintain extensive knowledge of client philosophy and service processes to ensure quality customer service<br/>   • Interview, select, train and facilitate onboarding for new team members<br/>   • Perform data analysis and manage performance<br/>   • Authorize and coordinate changes in staffing schedules<br/>   • Support business development initiatives<br/><br/><br/>As Senior Team Lead (German/English Bilingual), You Have…<br/><br/>   • High school diploma or equivalent (required)<br/>   • Must be fluent in German and English, written and oral<br/>   • Some post-secondary education or completion of a post-secondary degree with a major in Business (asset)<br/>   • A background in client relationship management (asset)<br/>   • 2-3 years of experience in the contact center industry, with at least 2 years in a Team Lead/Supervisory role<br/>   • Customer service experience in a high call volume contact center environment (preferred)<br/>   • Experience maintaining and developing operational statistics, financial management information and results reporting<br/>   • Excellent verbal and written communication skills<br/>   • Strong leadership, analytical, problem solving and decision making skills<br/>   • The ability to work in and adapt to a fast-paced, dynamic, always changing environment<br/>   • The ability to organize and follow-up on multiple tasks with accuracy and timeliness<br/>   • The capability to perform intermediate mathematical functions<br/>   • The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds<br/>   • The ability to influence and motivate employees to attain program goals<br/>   • The ability to work a variety of shifts including days, afternoons, evenings and holidays


ext_id: 15045
published: 2026-02-26 09:54:31+00:00
title: Training and Quality Director
location: NCR, PH
location_string: Metro Manila, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15045
experience_level: EX
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are looking for a Quality Assurance / Training Director to deliver extraordinary results for our clients while working closely with multiple departments to ensure key metrics are achieved. We’re looking for a leader who has the vision, experience, and passion to contribute to our culture and the success of our clients.<br/><br/>As Director of Quality Assurance &amp; Training, You Will…<br/><br/>   • Implement comprehensive professional development plans and training programs.<br/>   • Ensure that proficient training and staff development are achieved across all teams.<br/>   • Provide honest and transparent quality assurance coaching to global teams.<br/>   • Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations.<br/>   • Provide direction for new “best in practice” training and professional development initiatives.<br/>   • Promote an inclusive learning environment while enhancing positive employee engagement.<br/>   • Develop cost-effective programs with a variety of measures.<br/>   • Evaluate the performance of direct reports.<br/>   • Supervise and mentor staff to complete assigned projects and tasks within given timelines.<br/>   • Drives “best practices” in all areas of responsibility.<br/>   • Motivates and inspires teams while building trusting relationships throughout the organization.<br/><br/>As Director of Quality Assurance &amp; Training, You Need…<br/><br/>   • Post-secondary diploma or degree with a major in a related field.<br/>   • 5+ years of experience in contact center leadership, including cross-functional teams/groups.<br/>   • Experience with adult learning principles and training methodologies (ILT, eLearning, etc.)<br/>   • Excellent communication skills; listening, verbal, and written.<br/>   • Client relationship management experience.<br/>   • The ability to manage significant, ongoing change and business growth.<br/>   • Exceptional organizational and time management skills with the ability to multitask and prioritize.<br/>   • Understanding of continuous improvement plans.<br/>   • Demonstrated progressive leadership and management skills, preferably in a contact center environment.<br/>   • Experience leading teams in a global capacity.<br/>   • Valid travel documents for international travel.


ext_id: 15047
published: 2026-02-26 11:13:12+00:00
title: Human Resources Business Partner
location: NCR, PH
location_string: Metro Manila, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15047
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re searching for a Human Resources Business Partner to collaborate with our internal Operations teams to handle strategic HR related issues and concerns. This role will analyze emerging trends and patterns that arise and help in the planning and development of relevant policies and programs. We’re looking for someone who can act as the main point person for implementing and executing Human Resource plans and programs.<br/><br/>As Human Resources Business Partner, You Will…<br/><br/>   • Monitor staffing requirements and closely coordinate with Operations on staff planning<br/>   • Monitor and handle disciplinary action and labor cases<br/>   • Ensure participation in training programs and employee activities<br/>   • Ensure compliance of HR policies<br/>   • Address concerns regarding compensation and benefits, salary administration and internal transfers through regular coordination between Compensation &amp; Benefits and Operations Teams<br/>   • Ensure accuracy of internal transfer documentation<br/>   • Ensure effectiveness of performance management systems, ensuring continuous improvement of performance levels across the organization<br/>   • Conduct orientation sessions on compensation and benefits programs for new and current employees<br/>   • Partner with Training and other teams to ensure learning and development compliance<br/>   • Ensure effective implementation of onboarding program for new hires<br/>   • Design and implement employee programs that promote company culture and core values<br/>   • Ensure proper communication of changes are introduced to appropriate teams<br/>   • Check overall pulse of teams through climate and engagement surveys<br/><br/>As Human Resources Business Partner, You Have…<br/><br/>   • A Bachelor’s Degree in HR, Psychology, Law or equivalent (required)<br/>   • A minimum of 3 years of HR experience in a fast-paced environment<br/>   • Demonstrated expertise in developing and managing relationships with an ability to listen and maintain patience during difficult situations<br/>   • Strong project management skills<br/>   • Effective verbal and written communication skills<br/>   • Strong analytical, problem solving and decision-making skills<br/>   • Strong interpersonal relations skills; able to deal with people at all levels of the organization<br/>   • Must be able to self-manage daily duties and time in a fast-paced, dynamic, changing environment


ext_id: 15049
published: 2026-02-26 16:15:17+00:00
title: Junior Campus Coordinator (Temporary Contract)
location: Las Vegas, NV, US
location_string: Las Vegas, Nevada, United States
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15049
experience_level: EN
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>The Junior Campus Coordinator is an essential support role, assisting in the daily operations that enhance the Facilities Management and IT Operations departments. The ideal candidate will engage in a variety of tasks aimed at fostering a positive and productive work environment for our employees and client partners. This is a Temporary Contract<br/><br/>As Junior Campus Coordinator, You Will…<br/>   • Work collaboratively with the Campus team, primarily supporting the local Facilities and IT Operations team<br/>   • Ensure that  high cleanliness and safety standards of the campus are maintained<br/>   • Monitor and influence employee sentiment and experience through constant positive employee interaction<br/>   • Assist in planning and facilitating corporate events (ie: Customer Service Week, Thanksgiving, charity initiatives, etc.)<br/>   • Manage Facilities ticket tracking spreadsheets and headset inventory<br/>   • Work directly with Fulfillment department and manage daily deliveries<br/>   • Organize and follow-up on multiple tasks with accuracy and timeliness<br/>   • Manage Employee Experience toolkit resources<br/>   • Perform other duties related to the role as assigned<br/><br/>As Junior Campus Coordinator, You Have…<br/>   • High School Diploma or equivalent (required)<br/>   • Dedicated transportation to support occasional errands (required)<br/>   • Ability to handle a high volume of work in a fast-paced, demanding work environment<br/>   • Strong organizational skills, with the ability to manage multiple projects at one time<br/>   • An eye for design and exceptional attention to detail<br/>   • Strong communication skills, both written and oral<br/>   • A love for collaborating with a diverse group of people<br/>   • Ability to work a variety of shifts including days, evenings, weekends and holidays (depending on required project deadlines or emergencies)<br/>   • Motivated to help others thrive at work and maintain a positive attitude<br/><br/><br/>IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.<br/>Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.<br/><br/><br/> U.S Department of Labor Posters<br/><br/> Benefits of Working as a Junior Campus Coordinator…<br/><br/>   • Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)<br/>   • Amazing career growth opportunities


ext_id: 15059
published: 2026-02-26 18:21:31+00:00
title: Director, Solutions
location: Winnipeg, MB, CA
location_string: Winnipeg, Manitoba, Canada
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15059
experience_level: EX
language: en
has_remote: False
salary_currency: CAD
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>The Director, Solutions holds the critical role of Strategic Owner for Co-Pilot. This role involves providing high-level leadership and strategic oversight to ensure the platform's organization-wide success.<br/>This role focuses on driving key outcomes, maximizing user adoption, and demonstrating ROI while steering clear of day-to-day execution and project management tasks. This strategic role serves as a bridge between technical teams, operations, and stakeholders to ensure Co-Pilot remains a market leader in innovation.<br/><br/>As Director, Solutions, You Will…<br/><br/>   • Work closely with the Operations and User Success teams to achieve high user adoption through individual feature deployments surrounding Co-Pilot.<br/>   • Partner with stakeholders to lead the creation and presentation of 90-day impact case studies that highlight ROI and secure long-term client buy-in.<br/>   • Define and prioritize program-level initiatives to align Co-Pilot’s capabilities with organizational goals and client needs.<br/>   • Support the expansion of Co-Pilot to internal centers or other BPOs and facilitate transitions to Co-Pilot Pro for automated workflows.<br/>   • Implement continuous improvement initiatives to enhance implementation processes, adoption, and success metrics.<br/>   • Support Technical PMs by providing strategic direction and insights to improve implementations without managing daily tactical activities.<br/>   • Identify potential risks related to adoption or RTG effectiveness and implement risk mitigation strategies.<br/>   • Identify opportunities and share best practices across accounts to drive scalability and thought leadership.<br/><br/>As Director, Solutions, You Need…<br/><br/>   • Post-secondary diploma or degree with a major in a related field.<br/>   • 5+ years of experience in contact center leadership, including leading teams in a global capacity.<br/>   • Demonstrated success in driving user adoption or managing high-level program strategy for technology platforms.<br/>   • Understanding of automation, or software implementation processes (Co-Pilot experience preferred).<br/>   • Ability to focus on high-level outcomes and drive results through influence rather than direct project management.<br/>   • Superior analytical skills, problem-solving, and decision-making skills to evaluate program performance.<br/>   • Proven experience in building trusting relationships with executives, clients, and cross-functional teams.<br/>   • Excellent communication skills (listening, verbal, and written), specifically in delivering compelling ROI reports to stakeholders.<br/>   • The ability to manage significant, ongoing change and business growth related to automated workflows.<br/>   • Demonstrated ability to motivate and inspire teams while guiding without overstepping into tactical execution.<br/><br/><br/>IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.<br/>IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.<br/><br/> Benefits of Working as a Director, Solutions…<br/>   • Industry-leading medical, vision, and dental benefit plans + paid time off benefits<br/>   • Amazing career growth opportunities


ext_id: 15061
published: 2026-02-26 18:22:25+00:00
title: Director, Solutions
location: Mesa, AZ, US
location_string: Mesa, Arizona, United States
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15061
experience_level: EX
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>The Director, Solutions holds the critical role of Strategic Owner for Co-Pilot. This role involves providing high-level leadership and strategic oversight to ensure the platform's organization-wide success.<br/>This role focuses on driving key outcomes, maximizing user adoption, and demonstrating ROI while steering clear of day-to-day execution and project management tasks. This strategic role serves as a bridge between technical teams, operations, and stakeholders to ensure Co-Pilot remains a market leader in innovation.<br/><br/>As Director, Solutions, You Will…<br/><br/>   • Work closely with the Operations and User Success teams to achieve high user adoption through individual feature deployments surrounding Co-Pilot.<br/>   • Partner with stakeholders to lead the creation and presentation of 90-day impact case studies that highlight ROI and secure long-term client buy-in.<br/>   • Define and prioritize program-level initiatives to align Co-Pilot’s capabilities with organizational goals and client needs.<br/>   • Support the expansion of Co-Pilot to internal centers or other BPOs and facilitate transitions to Co-Pilot Pro for automated workflows.<br/>   • Implement continuous improvement initiatives to enhance implementation processes, adoption, and success metrics.<br/>   • Support Technical PMs by providing strategic direction and insights to improve implementations without managing daily tactical activities.<br/>   • Identify potential risks related to adoption or RTG effectiveness and implement risk mitigation strategies.<br/>   • Identify opportunities and share best practices across accounts to drive scalability and thought leadership.<br/><br/>As Director, Solutions, You Need…<br/><br/>   • Post-secondary diploma or degree with a major in a related field.<br/>   • 5+ years of experience in contact center leadership, including leading teams in a global capacity.<br/>   • Demonstrated success in driving user adoption or managing high-level program strategy for technology platforms.<br/>   • Understanding of automation, or software implementation processes (Co-Pilot experience preferred).<br/>   • Ability to focus on high-level outcomes and drive results through influence rather than direct project management.<br/>   • Superior analytical skills, problem-solving, and decision-making skills to evaluate program performance.<br/>   • Proven experience in building trusting relationships with executives, clients, and cross-functional teams.<br/>   • Excellent communication skills (listening, verbal, and written), specifically in delivering compelling ROI reports to stakeholders.<br/>   • The ability to manage significant, ongoing change and business growth related to automated workflows.<br/>   • Demonstrated ability to motivate and inspire teams while guiding without overstepping into tactical execution.<br/><br/><br/>IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.<br/>Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.<br/><br/><br/> U.S Department of Labor Posters<br/><br/> Benefits of Working as a Director, Solutions…<br/><br/>   • Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)<br/>   • Amazing career growth opportunities


ext_id: 15071
published: 2026-02-26 18:39:14+00:00
title: Real Time Analyst
location: Guatemala City, Guatemala Department, GT
location_string: Guatemala City, Guatemala Department, Guatemala
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15071
experience_level: MI
language: en
has_remote: False
salary_currency: CAD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.<br/><br/>As Real Time Analyst, You Will…<br/><br/>   • Evaluate large amounts of data<br/>   • Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members<br/>   • Adjust staffing and scheduling according to changing needs of the business<br/>   • Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients<br/>   • Monitor schedules and escalate issues regarding attendance adherence<br/>   • Work with team members to ensure they know their statistics related to the schedule<br/><br/>As Real Time Analyst, You Have…<br/><br/>   • High school diploma or equivalent (required)<br/>   • Some post-secondary or completion of post-secondary schooling (preferred)<br/>   • Good communication skills<br/>   • Advanced knowledge of MS Word and Excel<br/>   • Adaptability to learn a variety of software programs<br/>   • A high level of accuracy with regards to data entry<br/>   • Strong analytical and problem solving skills<br/>   • Willingness to learn and adapt to working in a new environment<br/>   • The ability to multitask and self-manage your work day<br/><br/><br/>IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.


ext_id: 15077
published: 2026-02-27 16:22:45+00:00
expired: 2026-03-28 14:23:35+00:00
title: Operational Financial Analyst
location: Guatemala City, Guatemala Department, GT
location_string: Guatemala City, Guatemala Department, Guatemala
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15077
experience_level: MI
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are looking for an Operational Financial Analyst to act as the crucial bridge between our Finance and Operations teams. In this role, the Operational Financial Analyst will go beyond traditional accounting to understand the "why" behind the numbers. The role involves analyzing operational metrics (headcount, utilization, absenteeism, overtime) and translating them into financial impacts (Gross Margin, Net Gross Margin).<br/>The ideal candidate is a proactive problem-solver who can clearly communicate complex financial data to operational leaders, helping them make informed, data-driven decisions that balance profitability with team well-being and operational efficiency.<br/><br/>As an Operational Financial Analyst, You Will…<br/><br/>   • Assist in the preparation of annual budgets, quarterly forecasts, and monthly financial reviews for specific operational campaigns/accounts.<br/>   • Conduct monthly Variance Analysis (Budget vs. Actuals) to identify root causes of deviations in revenue and direct costs.<br/>   • Develop and maintain robust financial models to project the profitability of new client contracts, pricing changes, and operational shifts.<br/>   • Analyze direct labor costs in detail, tracking the financial impact of Overtime, Night Surcharges, Attrition, and Absenteeism on the Gross Margin.<br/>   • Evaluate the ROI of operational initiatives, such as training waves (Ramp/OJT) and productivity bonus structures.<br/>   • Partner with Workforce Management (WFM) to ensure staffing levels align with revenue forecasts, preventing both understaffing (burnout/overtime) and overstaffing (idle time).<br/>   • Design and maintain executive dashboards (in Excel, Looker Studio, or similar tools) that track key financial and operational KPIs.<br/>   • Translate complex financial concepts into actionable insights for Operations Managers, empowering them to control costs without sacrificing quality.<br/>   • Lead monthly financial review meetings with operational leaders to discuss account health, highlighting both risks and cost-saving opportunities.<br/><br/>As an Operational Financial Analyst, You Need…<br/><br/>   • Bachelor’s degree in Finance, Economics, Accounting, Business Administration, or a related field.<br/>   • 2-4 years of experience in financial analysis, FP&amp;A, or operational finance (Experience in BPO, Call Centers, or massive operations is a strong plus).<br/>   • Experience with BI visualization tools (Power BI, Tableau) and ERP systems.<br/>   • Knowledge of DuPont Analysis, WACC, and DCF modeling.<br/>   • Advanced Microsoft Excel proficiency (Financial Modeling, Data Tables, Pivot Tables, advanced formulas).<br/>   • Strong understanding of P&amp;L structures, Cash Flow, and Unit Economics.<br/>   • Ability to present financial data clearly to non-financial audiences.<br/>   • Capacity to connect operational behaviors (e.g., high absenteeism) to financial outcomes (e.g., increased overtime costs).<br/>   • Comfortable working in a fast-paced environment with changing priorities.<br/><br/><br/>IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.


ext_id: 15086
published: 2026-02-27 17:38:09+00:00
title: Reporting Analyst
location: Bogota, CO
location_string: Bogotá, Cundinamarca, Colombia
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15086
language: en
has_remote: False
salary_currency: COP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are changing the way people think about customer care, and we need your help!<br/><br/>Are you passionate about performance and love the challenge of reporting and diagnosing trends in key performance metrics? We’re looking for a Reporting Analyst with strong problem solving skills who can thrive in a fast paced, entrepreneurial environment.<br/><br/><br/>As Reporting Analyst, You Will…<br/><br/>   • Be responsible for real-time reporting and diagnosing trends in key performance metrics<br/>   • Generate weekly and daily KPI reports<br/>   • Ensure employee data is current and accurate for assigned program<br/>   • Work in partnership with Operational Leaders and Program Leadership<br/><br/>As Reporting Analyst, You Have…<br/><br/>   • High School Diploma or equivalent is required<br/>   • Experience in leadership and working in a supervisory role<br/>   • Advanced knowledge of MS Word, Excel and Google Docs<br/>   • Proficiency with formulas and pivot tables<br/>   • Excellent communication skills<br/>   • Ability to enter data with a high level of accuracy<br/>   • Adaptability to learn a variety of software programs (such as Javascript)<br/>   • Strong analytical and problem solving skills<br/>   • Flexibility to work evenings and weekends if needed


ext_id: 15100
published: 2026-03-02 07:40:18+00:00
title: Planning Manager
location: NCR, PH
location_string: Metro Manila, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15100
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are looking for a Workforce Planning Manager who will direct, manage, and supervise a team of Capacity Planners and Schedulers. The ideal candidate will be responsible for the team’s performance and development, and will ensure that team members are focused on delivery of company goals and client operational excellence.<br/><br/>As Planning Manager, You Will…<br/><br/>   • Act as a Subject Matter Expert (SME) for resource planning and scheduling<br/>   • Responsible for various functions including capacity planning, resource management, forecasting, and scheduling<br/>   • Lead a team of individuals that design, develop, and execute WFM planning which helps business drive center KPIs<br/>   • Maintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvement<br/>   • Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs<br/>   • Lead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations<br/>   • Be responsible for end to end business delivery, development, and implementation of contingency planning, leading to coordinate with all stakeholders identifying opportunity areas for service improvement and cost efficiencies<br/>   • Drive business benefits through self-initiated projects<br/>   • Identify customer contact trends to ensure appropriate resources are utilized<br/>   • Recommend procedural and operational guideline changes to improve communications and operational efficiency<br/>   • Update parameters within the Workforce Management system to ensure efficient scheduling of resources to meet service level productivity goals<br/>   • Evaluate forecasting and capacity models to give recommendations for long term staffing needs<br/>   • Provide clear communication of the forecasted workload, changes, assumptions, and inputs<br/>   • Escalate discrepancies in data to management with recommendations for action<br/>   • Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained<br/>   • Coordinate and collaborate with operations and other departments to ensure production environment is running smoothly<br/>   • Participate in daily and weekly meetings that require workforce involvement<br/><br/>As Planning Manager, You Have…<br/><br/>   • A post-secondary degree or certificate with a focus in Business Administration (a combination of work experience and education will be considered)<br/>   • Experience with Workforce Management systems is an asset<br/>   • Knowledge of contact center operations, functions and business processes<br/>   • Advanced knowledge of Microsoft Excel<br/>   • Strong technical, analytical and problem-solving skills<br/>   • Superior attention to detail with an eye for accuracy<br/>   • Effectively interact with employees at all levels and people from diverse backgrounds<br/>   • The ability to adapt to change in an innovative and fast-paced environment<br/>   • Strong organizational skills and the ability to follow through on projects<br/>   • Demonstrated interpersonal and communication skills<br/>   • The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment<br/>   • The ability to plan and monitor for results


ext_id: 15108
published: 2026-03-02 11:48:21+00:00
title: Asistente de Contabilidad
location: Guatemala City, Guatemala Department, GT
location_string: Guatemala City, Guatemala Department, Guatemala
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15108
experience_level: MI
language: es
has_remote: False
salary_currency: MXN
description:
Sobre IntouchCX<br/>IntouchCX es líder mundial en gestión de la experiencia del cliente, compromiso digital y soluciones de IA y automatización. Nos sumergimos en su mundo con curiosidad, creatividad e innovación para ofrecer resultados excepcionales. Durante más de 20 años, hemos crecido con alma para convertirnos en un líder disruptivo de la industria mediante la construcción de relaciones de confianza a largo plazo con nuestros socios de marca y el empoderamiento de nuestra gente para impulsar un cambio positivo.<br/><br/><br/>Acerca del Trabajo<br/>El Asistente de Contabilidad, bajo la supervisión directa del Gerente Contable, asumirá responsabilidades contables generales y participará activamente en el ciclo contable mensual, asegurando el cumplimiento de los plazos de cierre establecidos. Además, brindará apoyo en los procesos necesarios para satisfacer los requisitos contables de la empresa.<br/><br/>Como Asistente de Contabilidad, te encargarás de…<br/>   • Gestionar las operaciones contables en Guatemala.<br/>   • Preparar y registrar asientos contables con precisión en el sistema.<br/>   • Preparar informes para departamentos internos con base en el estado de resultados.<br/>   • Preparar el cronograma de arrendamientos conforme a la NIIF 16.<br/>   • Preparar el informe de conciliación bancaria.<br/>   • Asistir al Gerente de Contabilidad en el cierre de mes.<br/>   • Preparar la conciliación del balance general, asegurando la precisión de la información.<br/>   • Garantizar el control contable corporativo y reglamentario.<br/>   • Ejecutar otras tareas asignadas según sea necesario.<br/><br/>Como Asistente de Contabilidad, debes tener…<br/>   • Estudios universitarios o finalización de un título universitario, preferiblemente en CPA.<br/>   • Mínimo 2 años de experiencia previa como Asistente de Contabilidad u otros puestos contables.<br/>   • Excelentes habilidades de comunicación verbal y escrita, resolución de problemas y pensamiento analítico.<br/>   • Excelentes habilidades de organización y gestión del tiempo.<br/>   • Gran atención al detalle y precisión<br/>   • Habilidades en el idioma inglés - Básico (A1-A2).<br/>   • Conocimiento avanzado de Excel.<br/>   • Experiencia con Google Workspace (G Suite).<br/>   • Capacidad de trabajar con mínima supervisión.<br/><br/><br/>IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.


ext_id: 15115
published: 2026-03-02 17:34:50+00:00
title: Human Resources Specialist
location: Cairo, Cairo Governorate, EG
location_string: Cairo, Cairo Governorate, Egypt
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15115
experience_level: MI
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are looking for a Human Resources Specialist to join our team and monitor all Human Resource functions.<br/><br/>The HR Specialist’s responsibilities include preparing compensation and benefits packages, enforcing company policies, and maintaining updated employee records. To be successful in this role, you should have a good understanding of compensation and benefits, employee welfare, and solid knowledge of labor relations.<br/><br/><br/>As Human Resources Specialist, You Will…<br/><br/>   • Prepare and review compensation and benefits packages<br/>   • Administer health and life insurance programs<br/>   • Plan and coordinate monthly sync sessions with Program leaders<br/>   • Foster a healthy workplace by ensuring HR procedures run smoothly at all times<br/>   • Inform employees about eligibility for additional benefits (e.g. extra overtime)<br/>   • Update employee records with new hire information and/or changes in employee status<br/>   • Maintain organizational charts with detailed job descriptions and salary records<br/>   • Develop and implement HR policies throughout the organization<br/>   • Process and respond to employee queries in a timely manner<br/>   • Stay up-to-date and comply with changes in labor legislation<br/>   • Perform other job related duties as required<br/><br/>As Human Resources Specialist, You Have…<br/><br/>   • Bachelor’s Degree in Human Resources or relevant field is required<br/>   • Proven work experience as an HR specialist or HR Generalist<br/>   • Hands-on experience with Human Resources Information Systems (HRIS)<br/>   • Solid understanding of labor legislation and payroll process<br/>   • Effective verbal and written communication skills<br/>   • Strong analytical, problem solving, and decision-making skills<br/>   • High attention to detail and accuracy<br/>   • Exceptional organizational and time management skills – must be able to multitask and prioritize<br/>   • Ability to adapt and implement change and innovation<br/>   • Strong interpersonal relations skills; able to deal with people at all levels of the organization<br/>   • Demonstrated expertise in developing and managing relationships with an ability to listen and maintain patience during difficult situations


ext_id: 15119
published: 2026-03-02 18:10:54+00:00
title: Senior Real Time Analyst
location: NCR, PH
location_string: Metro Manila, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15119
experience_level: SE
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/>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.<br/><br/>As Senior Real Time Analyst (RTA), You Will…<br/>Act as shift point of contact:<br/>   • Overlook the team in the absence of the Manager/Supervisor<br/>   • Conduct RTA huddles and pass updates to the team<br/>   • Act as SME and train new members in the team<br/>Queue management:<br/>   • Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day<br/>   • Situational management (vendor level)<br/>         ◦ BCP situations: Tools issues, WFM Systems issues, etc.<br/>         ◦ Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools.<br/>   • Intraday Management<br/>   • Facilitate daily syncs with clients/vendors to review performance<br/>   • Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)<br/>   • Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing<br/>   • Approve and push extra time/VTO/off phone requests by vendors<br/>   • Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance<br/>   • Perform root cause analysis (end of day) &amp; provide updates to enterprise network &amp; leadership team<br/>Reporting:<br/>   • Track daily/weekly/monthly performance and provide context on the following metrics:<br/>         ◦ Service Level/ASA<br/>         ◦ Shrinkage/Absenteeism<br/>         ◦ EOD reports<br/>Additional tasks:<br/>   •  Provide regular feedback to the planning and scheduling team<br/><br/><br/>As Senior Real Time Analyst (RTA), You Have…<br/>   • A University education with a technical background (mathematical or statistical course desirable) is preferred<br/>   • 3+ years previous call center experience required<br/>   • Minimum 1 year WorkForce Management experience is required<br/>   • Previous work experience working with Global vendors is considered an asset<br/>   • Advanced level of MS Excel/Google sheets<br/>         ◦  Pivot Tables<br/>         ◦ V-Lookup/X-Lookup<br/>         ◦  Index/Match<br/>   •  Ability to create charts/graphs<br/>   • 1+ years of previous experience with any WFM tools is required<br/>         ◦  NICE IEX<br/>         ◦ Aspect eWFM<br/>         ◦ Verint<br/>         ◦ Calabrio<br/>   • Knowledge of programming / Tableau will be an asset<br/>   • Excel/BI/Reporting tools certifications will be an asset<br/>   • Good communication skills,local language and English (required)<br/>   • Additional languages would be an asset<br/>   • Ability to identify emerging trends, measure impact on the business and use good judgment<br/>   • Experience in facilitating meetings<br/>   • Proactively distill and analyze data, charts, and graphs into actionable insights &amp; present recommendations to stakeholders and other audiences<br/>   • Able to collaborate with client’s cross-functional teams and vendor RTA teams<br/>   • Clear and concise, written and verbal communication (in English)<br/>   • Fundamental understanding of call center metrics


ext_id: 15133
published: 2026-03-03 09:03:54+00:00
title: Compliance Analyst
location: Cebu City, Central Visayas, PH
location_string: Cebu City, Central Visayas, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15133
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Compliance Analyst plays a critical role evaluating, reviewing and mitigating risks and ensuring organizational practices are in-line with client contractual requirements, external regulations, as well as internal policies and procedures.<br/><br/>As Compliance Analyst, You Will…<br/><br/>   • Be responsible for reviewing regulation and legislation changes affecting the company and partnering with operational stakeholders to develop mitigation strategies (i.e GDPR, TCPA etc.)<br/>   • Identify, evaluate, and develop plans for mitigation on necessary compliance requirements<br/>   • Be responsible for completing audits and monitoring adherence as required on both internal and external policies and legislation in a timely manner<br/>   • Work with multiple departments globally to identify, assess and mitigate operational risks as business needs change<br/>   • Provide insight and recommendations for process<br/>   • improvements that are identified during compliance reviews<br/>   • Prepare reports by collecting, analyzing, and summarizing information<br/>   • Assist external auditors with required documentation as needed<br/>   • Research regulations across various geographies, ensuring organization is apprised, and up-to-date on potential risks, and compliance<br/>   • Ensure other departments are kept informed of changing legislative requirements that affect operations and/or risk identification<br/>   • Maintain professional and technical knowledge by attending educational workshops and establishing personal networks<br/>   • Provide support for other compliance projects as needed<br/><br/>As Compliance Analyst, You Have…<br/><br/>   • 3 years experience in an audit or compliance function<br/>   • Strong communication skills to effectively interact with diverse groups of people<br/>   • Advanced written abilities in order to write required reports<br/>   • Strong analytical, critical thinking and problem solving skills<br/>   • Ability to research and source information for review<br/>   • Superior attention to detail<br/>   • Excellent time and project management skills<br/>   • Ability to work in a fast paced and time sensitive environment<br/>   • Adaptable to change and innovation


ext_id: 15135
published: 2026-03-03 09:22:52+00:00
title: Training and Quality Lead
location: Clark Freeport, Central Luzon, PH
location_string: Clark Freeport Zone, Central Luzon, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15135
experience_level: SE
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Training and Quality Assurance Lead will be responsible for overseeing training initiatives by providing support and supervision, and ensuring production objectives and performance standards are met in accordance with IntouchCX and customer metrics. The ideal candidate will serve an active role in content creation for training policies, manuals, and other educational media to support learning and development initiatives. This role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved.<br/><br/>As Training and Quality Assurance Lead, You Will…<br/>   • Promote an inclusive learning environment, with a focus on employee engagement and retention<br/>   • Provide coaching and development based on performance evaluations to direct reports<br/>   • Analyze trainee performance and trends<br/>   • Participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program<br/>   • Meet deadlines set by the client for various tasks such as business reviews, reporting obligations and project management<br/>   • Demonstrate an understanding of HR and local labor regulations<br/>   • Implement comprehensive professional development plans and training programs<br/>   • Provide direction for new training and professional development initiatives<br/>   • Uphold existing best practices of the training department, while developing and communicating new procedures as necessary<br/>   • Read, audit, and analyze technical information for action and analysis<br/>   • Manage admin and reporting tasks associated with the quality metrics<br/>   • Assist in providing actionable insights to the Operations team and client<br/>   • Partner with other support departments to achieve metric goals<br/>   • Assist in reviewing and maintaining calibration scores among the QA team<br/>   • Maintain and develop pertinent operational statistics, financial management information, and results reporting<br/>   • Support Business Development Initiatives and contribute to the design and implementation of client marketing plans<br/>   • Research any escalated issues thoroughly in order to co-deliver coaching opportunities to representatives with the Team Lead<br/>   • Report scripting problems or questions from callers to appropriate departments<br/>   • Distribute client and company related correspondence to all Representatives<br/>   • Perform other duties related to the role as assigned<br/><br/>As Training and Quality Assurance Lead, You Have…<br/><br/>   • Post-secondary degree or certificate, preferably in Business Management (preferred)<br/>   • Minimum of 3+ years working in a learning and development function<br/>   • Must have at least 1-2 years of quality assurance experience<br/>   • Curriculum development or graphical &amp; informational design experience<br/>   • Instructional design experience, including production and management of e-learning content<br/>   • Experience developing and managing training programs and measuring their impact / ROI<br/>   • Experience in contact center management and training (preferred)<br/>   • At least one year of experience in a leadership, supervisory, or coaching role<br/>   • Background in client relationship management and front-line supervisor development<br/>   • Availability to work graveyard, weekends, and/or holidays<br/>   • Willing to work overtime as determined by business needs<br/>   • Ability to travel internationally as needed<br/>   • Proficiency with G Suite and Microsoft Office applications<br/>   • Ability to learn and adapt to new systems as required by the role<br/>   • Resilient attitude and demonstrated adaptability<br/>   • Deep passion for collaboration and learning<br/>   • Recognized for bringing a successful and innovative approach in learning<br/>   • Engaging and successful communicator, speaker, and facilitator<br/>   • Strong business acumen and ability to make principled judgment calls<br/>   • Ability to work with advanced training tools and technology (CRMs, LMS)<br/>   • Ability to solve problems and offer suggestions in a positive developmental manner<br/>   • Intermediate knowledge of MS Excel, MS Word and MS Office required<br/>   • Listen attentively and to use call information to analyze and score calls to ensure compliance with performance metrics<br/>   • Ability to handle multiple tasks, details, and interruptions, including organizational and time management skills<br/>   • Effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds


ext_id: 15141
published: 2026-03-03 10:23:49+00:00
title: IT Desktop Engineer
location: Manila, NCR, PH
location_string: Manila, National Capital Region, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15141
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re looking for an IT Desktop Generalist to maintain and repair computers, hardware, and software in a break/fix environment. The ideal candidate is someone with a passion to provide generalized IT support and be an advocate of IT standards at IntouchCX.<br/><br/>As IT Desktop Engineer, You Will…<br/><br/>   • Perform hardware troubleshooting which includes repairs, upgrades, and configuration of desktops and laptops<br/>   • Engage with internal and external partners to provide updates, solutions, and ensure compliance relating to all IT components<br/>   • Monitor, report, and document system and performance issues<br/>   • Adhere to company policies, core values, and procedures<br/>   • Interpret and validate technical issues, test solutions, follow-up and escalate when necessary<br/>   • Manage the installation, diagnostics, repairs, maintenance and upgrades of all hardware and equipment (including but not limited to desktops, laptops, printers) for optimal workstation performance<br/>   • Complete projects by coordinating resources and timetables with others<br/>   • Verify application results by conducting system audits of implemented technologies<br/>   • Interpret service delivery key metrics to problem solve<br/>   • Provide generalized IT support as required<br/><br/>As IT Desktop Engineer, You Have…<br/><br/>   • A post-secondary degree or certificate, preferably in computer related courses (IT/CompSci/CompEng, etc.)<br/>   • At least 1 year experience in a call center environment, or directly related experience working in a similar technical environment (asset)<br/>   • Graduate level students will be considered<br/>   • Experience in Windows OS, MAC OSX, IOS, Android, LAN/WAN, Desktop, Laptop, software installation and peripheral troubleshooting support<br/>   • Working knowledge with MS Windows, IOS/OSX, Android, Linux system environments<br/>   • Strong analytical skills, sound judgment and ability to work effectively with internal clients, IT Management and other team members<br/>   • Excellent English communication skills, both written and verbal<br/>   • The ability to comprehend, capture and interpret basic information<br/>   • The ability to work in a fast paced and time sensitive environment<br/>   • Strong interpersonal and organizational skills, and customer-oriented<br/>   • Tech savvy and updated on the latest technology available on the market (tablets, game consoles, LED TVs, etc.)<br/>   • Ability to work a variety of shifts, including days, evenings, and holidays


ext_id: 15148
published: 2026-03-03 16:00:46+00:00
title: Director, Payroll & Benefits
location: Winnipeg, MB, CA
location_string: Winnipeg, Manitoba, Canada
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15148
experience_level: EX
language: en
has_remote: False
salary_currency: CAD
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/>We are looking for a strategic and operational leader to oversee our North American payroll and benefits function. With a growing footprint across the US (FL, AZ, NV, and remote states) and Canada (Headquartered in Manitoba), we need an expert capable of navigating cross-border complexities.<br/>You will lead a team of six to ensure flawless bi-weekly execution while driving process improvements, ensuring strict compliance across multiple jurisdictions, and managing a comprehensive benefits portfolio.<br/><br/><br/>As Director, Payroll &amp; Benefits, You Will…<br/><br/>   • Manage, coach, and develop a team of 6 (Payroll Manager, Analyst, and Admins), fostering a culture of accuracy, confidentiality, and customer service.<br/>   • Design payroll and benefits processes that can scale with the company’s growth, including potential M&amp;A activity or expansion into new states/provinces.<br/>   • Own the relationships with HRIS/Payroll provider ( Dayforce) and benefits brokers in both countries, negotiating contracts and SLAs.<br/>   • Oversee the end-to-end processing of bi-weekly payrolls for all salaried and hourly employees across the US and Canada.<br/>   • Manage Multi-Jurisdictional Complexity:<br/>         ◦ Canada: Oversee provincial remittances, with a specific focus on Manitoba Employment Standards and the HE Levy (Health and Post Secondary Education Tax Levy).<br/>         ◦ USA: Manage multi-state payroll rules, specifically handling employees in Florida, Arizona, and Nevada.<br/>   • Partner with Finance to ensure accurate General Ledger recording, month-end accruals, and timely reconciliation of payroll accounts.<br/>   • Oversee administration of 401(k) audits, Open Enrollment, ACA compliance (Form 1095-C), and self-insured vs. fully insured health plan analysis.<br/>   • Manage supplemental health plans, ensuring alignment with provincial coverage.<br/>   • Oversee the interaction between company leave policies and state/provincial programs (e.g., FMLA, ADA in the US; EI sickness/maternity and Employment Standards leaves in Canada).<br/>   • Serve as the primary point of contact for external audits (workers' comp, 401k/RRSP, IRS/CRA inquiries).<br/>   • Direct the Payroll Analyst in routine internal audits to validate data integrity, catch anomalies before finalization, and ensure internal control compliance.<br/>   • Monitor changes in legislation—such as changes to the Manitoba vacation pay rules or US state-specific pay transparency and sick leave laws—and update internal policies and processes accordingly.<br/>   • Own the Year-End process, ensuring accurate production and distribution of W-2s, 1095s, T4s, and T4As.<br/><br/>As Director, Payroll &amp; Benefits, You Need…<br/><br/>   • Bachelor’s degree in Accounting, Finance, HR, or related field.<br/>   • 10+ years of payroll experience, with at least 5 years in a leadership role managing a team.<br/>   • Experience managing both US (multi-state) and Canadian payrolls simultaneously is highly preferred.<br/>   • Education: Certifications:<br/>         ◦ US: Certified Payroll Professional (CPP) highly preferred.<br/>         ◦ Canada: National Payroll Institute (PCP or CPM) designation highly preferred.<br/>   • Advanced proficiency in HRIS/Payroll systems (Dayforce / others).<br/>   • Ability to switch mindsets between US "At-Will" employment concepts and Canadian "Common Law" requirements.<br/>   • An understanding of the tax implications of "work from anywhere" policies (e.g., establishing a business presence in a new state).<br/>   • Ability to look beyond the "what" (paying people) to the "why" (analyzing labor costs, overtime trends, and benefit utilization).<br/><br/><br/>IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.<br/>IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.<br/><br/> Benefits of Working as a Director, Payroll &amp; Benefits…<br/>   • Industry-leading medical, vision, and dental benefit plans + paid time off benefits<br/>   • Amazing career growth opportunities


ext_id: 15152
published: 2026-03-03 16:01:47+00:00
title: Director, Payroll & Benefits
location: Altamonte Springs, FL, US
location_string: Altamonte Springs, Florida, United States
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15152
experience_level: EX
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/>We are looking for a strategic and operational leader to oversee our North American payroll and benefits function. With a growing footprint across the US (FL, AZ, NV, and remote states) and Canada (Headquartered in Manitoba), we need an expert capable of navigating cross-border complexities.<br/>You will lead a team of six to ensure flawless bi-weekly execution while driving process improvements, ensuring strict compliance across multiple jurisdictions, and managing a comprehensive benefits portfolio.<br/><br/><br/>As Director, Payroll &amp; Benefits, You Will…<br/><br/>   • Manage, coach, and develop a team of 6 (Payroll Manager, Analyst, and Admins), fostering a culture of accuracy, confidentiality, and customer service.<br/>   • Design payroll and benefits processes that can scale with the company’s growth, including potential M&amp;A activity or expansion into new states/provinces.<br/>   • Own the relationships with HRIS/Payroll provider ( Dayforce) and benefits brokers in both countries, negotiating contracts and SLAs.<br/>   • Oversee the end-to-end processing of bi-weekly payrolls for all salaried and hourly employees across the US and Canada.<br/>   • Manage Multi-Jurisdictional Complexity:<br/>         ◦ Canada: Oversee provincial remittances, with a specific focus on Manitoba Employment Standards and the HE Levy (Health and Post Secondary Education Tax Levy).<br/>         ◦ USA: Manage multi-state payroll rules, specifically handling employees in Florida, Arizona, and Nevada.<br/>   • Partner with Finance to ensure accurate General Ledger recording, month-end accruals, and timely reconciliation of payroll accounts.<br/>   • Oversee administration of 401(k) audits, Open Enrollment, ACA compliance (Form 1095-C), and self-insured vs. fully insured health plan analysis.<br/>   • Manage supplemental health plans, ensuring alignment with provincial coverage.<br/>   • Oversee the interaction between company leave policies and state/provincial programs (e.g., FMLA, ADA in the US; EI sickness/maternity and Employment Standards leaves in Canada).<br/>   • Serve as the primary point of contact for external audits (workers' comp, 401k/RRSP, IRS/CRA inquiries).<br/>   • Direct the Payroll Analyst in routine internal audits to validate data integrity, catch anomalies before finalization, and ensure internal control compliance.<br/>   • Monitor changes in legislation—such as changes to the Manitoba vacation pay rules or US state-specific pay transparency and sick leave laws—and update internal policies and processes accordingly.<br/>   • Own the Year-End process, ensuring accurate production and distribution of W-2s, 1095s, T4s, and T4As.<br/><br/>As Director, Payroll &amp; Benefits, You Need…<br/><br/>   • Bachelor’s degree in Accounting, Finance, HR, or related field.<br/>   • 10+ years of payroll experience, with at least 5 years in a leadership role managing a team.<br/>   • Experience managing both US (multi-state) and Canadian payrolls simultaneously is highly preferred.<br/>   • Education: Certifications:<br/>         ◦ US: Certified Payroll Professional (CPP) highly preferred.<br/>         ◦ Canada: National Payroll Institute (PCP or CPM) designation highly preferred.<br/>   • Advanced proficiency in HRIS/Payroll systems (Dayforce / others).<br/>   • Ability to switch mindsets between US "At-Will" employment concepts and Canadian "Common Law" requirements.<br/>   • An understanding of the tax implications of "work from anywhere" policies (e.g., establishing a business presence in a new state).<br/>   • Ability to look beyond the "what" (paying people) to the "why" (analyzing labor costs, overtime trends, and benefit utilization).<br/><br/><br/>IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.<br/>Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.<br/><br/><br/> U.S Department of Labor Posters<br/><br/> Benefits of Working as a Director, Payroll &amp; Benefits…<br/><br/>   • Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)<br/>   • Amazing career growth opportunities


ext_id: 15169
published: 2026-03-03 16:20:19+00:00
title: HRBP Executive
location: Hyderabad, TS, IN
location_string: Hyderabad, Telangana, India
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15169
experience_level: EX
language: en
has_remote: False
salary_currency: INR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re looking for a Human Resources Business Partner (HRBP) Executive to collaborate with our internal Operations teams. This role is focused on addressing strategic HR issues and concerns, acting as a primary point of contact for implementing and executing Human Resource plans and programs, and championing the well-being of self and others.<br/><br/><br/>As HRBP Executive, You Will…<br/><br/>   • Actively engage with associates through structured interactions.<br/>   • Contact employees through phone calls or Google Meet for case resolution.<br/>   • Lead "Intouch Connected" initiatives, including but not limited to Town Halls, Skip-level meetings, Leadership Connects, and  Focus Group Discussions.<br/>   • Act as the primary point of contact for stakeholders and employees across all departments.<br/>   • Facilitate productive engagement conversations between employees and their respective managers or supervisors.<br/>   • Act as the Voice of Employees, reflect employee issues and feedback to management, ensuring timely resolution.<br/>   • Assist in the campus-wide implementation of various HR programs.<br/>   • Provide valuable inputs for enhancing the effectiveness of existing processes and policies.<br/>   • Cultivate a high-energy workforce, fostering confidence and trust among all employees.<br/>   • Prepare and publish the event calendars to all stakeholders in a timely manner and ensure the completion of the planned activities.<br/>   • Contribute to the preparation of weekly reports for management.<br/><br/>As HRBP Executive, You Need…<br/><br/>   • An MBA in Human Resources or a graduate degree in a relevant field.<br/>   • 2 years of experience as an HR Business Partner (HRBP) or in an equivalent role.<br/>   • Strong team player skills, capable of providing cohesive support to the broader HRBP function.<br/>   • Excellent communication (written and oral), presentation, and strong interpersonal relations skills.<br/>   • High level of empathy, responsiveness, and relationship orientation.<br/>   • High level of maturity and the ability to effectively manage stakeholders across all levels.<br/>   • Proficient in MS-Office (Word, Excel, and PowerPoint) and/or Google Workspace with good email etiquette.


ext_id: 15174
published: 2026-03-03 17:47:37+00:00
title: Communications Manager
location: Bogota, CO
location_string: Bogotá, Cundinamarca, Colombia
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15174
experience_level: MI
language: en
has_remote: False
salary_currency: COP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re looking for a highly motivated, detail oriented Communications Manager to join the IntouchCX global Communications team.  Working closely with LATAM countries and reporting to the Director of Global communications, this role is responsible for shaping and strengthening IntouchCX corporate image and reputation across external audiences. This role also leads the implementation of internal communications initiatives and supports the positioning  of IntouchCX as a global employer, contributing to our talent acquisition objectives.<br/><br/>You will collaborate with cross-functional and cross-cultural teams, executives, and other key collaborators to craft compelling narratives that resonate with internal and external audiences. You'll join a team that's a trusted advisor to senior leaders and key stakeholders across the company and utilizes a variety of channels and tools to reach its target audiences.<br/><br/>We are looking for a team player, independent thinker, and hands on doer who thrives in an international and fast pace environment.<br/><br/><br/>As Communications Manager, You Will…<br/><br/>   • Lead the development and implementation of regional and corporate communication strategies, ensuring alignment with global priorities and business goals.<br/>   • Own projects end to end from strategic planning and narrative development to execution, optimization, and performance measurement.<br/>   • Plan and coordinate 360 external communication campaigns  in LATAM, working closely with internal teams to oversee delivery, quality and impact.<br/>   • Drive all aspects of external communications, including media relations, public relations, earned media, brand positioning, and industry visibility.<br/>   • Transform complex information into clear, engaging narratives that resonate with diverse internal and external audiences.<br/>   • Advise regional and department leaders on content strategy, channel planning, messaging, and timing.<br/>   • Strengthen brand presence through proactive storytelling, thought leadership, and media opportunities.<br/>   • Lead crisis and issues communications within the region, providing strategy, tools, and hands-on support.<br/>   • Support the day to day activities of the corporate communications team by developing, curating, and reviewing content, including  articles for the corporate website, intranet, and key internal platforms, press release and key messaging materials.<br/>   • Adapt messaging to regional realities, ensuring cultural relevance, regulatory compliance, and alignment with our global brand.<br/>   • Lead cross-org communication campaigns, managing objectives, project plans, timelines, and deliverables.<br/>   • Own the regional and corporate editorial calendars, ensuring consistency and timing across multiple channels.<br/>   • Define success metrics and measurement frameworks to assess communication performance and optimize campaigns.<br/><br/>As Communications Manager, You Need…<br/><br/>   • 8+ years of experience in communications for large or global organizations, with strength in strategy, content development, media relations, or related fields.<br/>   • C1 English proficiency, with excellent writing, editing, and proofreading skills.<br/>   • A degree or diploma in Communications, Marketing, Public Relations, or an equivalent combination of education and experience.<br/>   • Demonstrated experience leading communication teams and projects from start to end, including strategy, execution, stakeholder management, and measurement.<br/>   • A strong portfolio showcasing storytelling, message clarity, and audience engagement.<br/>   • Proven ability as a strategic thinker, storyteller, and technical writer with high editorial standards.<br/>   • Solid experience in internal communications, media management, external communications, and press engagement.<br/>   • Hands on working knowledge of Google Workspace, corporate intranets, and digital content tools.<br/>   • Ability to work independently and collaboratively, managing multiple priorities in a fast paced environment.<br/>   • Strong problem solving, decision making, and stakeholder management skills.<br/>   • Exceptional attention to detail and a commitment to accuracy and brand consistency.<br/><br/><br/>What We Offer<br/>   • A Culture of Connection: Join a global team that values curiosity, creativity, and innovation. We've "scaled with soul" by building a supportive and collaborative environment.<br/>   • Career Growth: We are committed to your professional development and provide opportunities for learning, growth, and advancements.<br/>   • Competitive Compensation &amp; Benefits: We offer a competitive salary and a comprehensive benefits package.<br/>   • A Modern Work Environment: We trust you to get the job done. This role includes the flexibility of a hybrid work model and adaptable hours designed to fit your life.


ext_id: 15179
published: 2026-03-04 08:16:51+00:00
title: Workforce Administration Specialist
location: NCR, PH
location_string: Metro Manila, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15179
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Workforce Administration Specialist helps keep daily operations running smoothly by managing workforce tools like NICE IEX, maintaining accurate schedules, and supporting administrative tasks. This role ensures data is accurate, updates are completed on time, and WFM processes are followed. Key duties include managing IEX TOG, auditing schedules, monitoring ServiceNow tickets, and reviewing IEX IDs for new hires.<br/><br/>The ideal candidate is organized, detail-oriented, and capable of collaborating effectively with various teams.<br/><br/><br/>As a Workforce Administration Specialist, You Will…<br/><br/>   • Maintain agent profiles and team assignments, ensuring they are accurate and aligned with the organization’s structure and production roles.<br/>   • Review required fields to ensure completeness and accuracy, as these impact roster accuracy and other reporting outputs.<br/>   • Verify that schedules follow shift rules, including breaks, lunches, coaching sessions, and OOO/OOH activities, and ensure compliance with internal and labor policies.<br/>   • Create and quality check new hire profiles, ensuring correct © IntouchCX | intouchcx.com naming conventions, employee IDs, email details, and accurate site/LOB/queue/skill mapping in IEX.<br/>   • Cross check hire information against Workday and Dayforce/Recruiting lists and resolve any duplicates, inactive profiles, or data mismatches.<br/>   • Monitor and follow up on Abay and Production schedule publishing deadlines to ensure timely completion.<br/>   • Track ticket status, follow up with RTAs and Schedulers on items that need action, and report overall updates to leadership.<br/>   • Provides leaders with timely updates on deliverables, identifies roadblocks, and offers recommendations.<br/><br/>As a Workforce Administration Specialist, You Need…<br/><br/>   • High school diploma or equivalent (required).<br/>   • 1–3 years of experience in WFM, Operations Support, or Administrative Coordination (contact center preferred).<br/>   • Knowledge of NICE IEX or similar WFM tools.<br/>   • Familiarity with ServiceNow or other ticketing systems.<br/>   • Critical thinking and analytical mindset.<br/>   • Strong Excel/Sheets skills and attention to detail.<br/>   • Clear communication skills and ability to follow SOPs accurately.


ext_id: 15186
published: 2026-03-04 10:24:02+00:00
title: Workforce Supervisor
location: Manila, NCR, PH
location_string: Manila, National Capital Region, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15186
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re seeking a Workforce Supervisor to direct, manage, and supervise a team of Workforce Analysts and Specialists. The ideal candidate will be responsible for the team’s performance and development, and will ensure that team members are focused on the delivery of company goals and client operational expectations.<br/><br/>As Workforce Supervisor, You Will…<br/><br/>   • Evaluate forecasting and capacity models to give recommendations for long term staffing needs<br/>   • Provide clear communication of the forecasted workload, changes, assumptions and inputs<br/>   • Escalate discrepancies in data to management with recommendations for action<br/>   • Work with business leadership to coordinate processes to meet the operational and strategic needs of the business<br/>   • Advise on potential opportunities or hazards that affect the ability to meet strategic goals<br/>   • Analyze proposals from WFM analysts’ related to staffing needs<br/>   • Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained<br/>   • Act as initial point of contact for all assigned projects on all scheduling concerns<br/>   • Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly<br/>   • Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures<br/>   • Recommend procedural and operational guideline changes to improve communications and operational efficiency<br/>   • Directly respond to client escalations/queries with regards to Workforce Management<br/>   • Participate in daily and weekly meetings that requires workforce involvement<br/>   • Perform other duties as assigned<br/><br/>As Workforce Supervisor, You Have…<br/><br/>   • A post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business)<br/>   • Have at least 2 years of Workforce Team Lead experience in both Real Time and Planning<br/>   • Have at least 2 years of Workforce Planning experience<br/>   • Experience working with Aspect and Verint software (considered an asset)<br/>   • Strong analytical, problem-solving, technical, information-management and decision-making skills<br/>   • Demonstrated strong interpersonal and communication skills<br/>   • Superior organizational skills and the ability to follow through<br/>   • Ability to work in a fast-paced, hectic &amp; changing environment<br/>   • Ability to effectively interact with employees at all levels and people from diverse backgrounds<br/>   • Ability to think strategically<br/>   • Ability to plan and monitor for results


ext_id: 15188
published: 2026-03-04 16:51:20+00:00
title: Scheduling Specialist
location: Cairo, Cairo Governorate, EG
location_string: Cairo, Cairo Governorate, Egypt
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15188
experience_level: MI
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/>We’re looking for a Scheduling Specialist to work in partnership with both our Operations and Workforce Management Team to align the accuracy of original schedules to forecasted work volume. Reporting to the Manager of Resource Planning, this role will also be responsible for ongoing analysis and continuous improvement.<br/><br/>As Scheduling Specialist, You Will…<br/>   • Assist with schedule and tracker management to ensure that all schedules are generated properly<br/>   • Identify customer contact trends to ensure appropriate resources are utilized<br/>   • Manage schedule information for new and existing employees in multiple locations using a workforce software program<br/>   • Ensure employee information is accurately entered and maintained on an ongoing basis<br/>   • Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated<br/>   • Update parameters within the Workforce Management System to ensure efficient scheduling of resources to meet service level and productivity goals<br/>   • Work closely with the Operations Team to ensure availabilities are conducive to the business needs<br/><br/>As Scheduling Specialist, You Have…<br/>   • A post-secondary degree or certificate with a focus on Business Administration (a combination of work experience and education will be considered)<br/>   • Experience with workforce management systems (asset)<br/>   • Advanced knowledge of Microsoft Excel (asset)<br/>   • Knowledge of contact center operations, functions and business processes<br/>   • Strong technical, analytical and problem solving skills<br/>   • Superior attention to detail with an eye for accuracy<br/>   • The ability to adapt to change in an innovative and fast paced environment<br/>   • Strong organizational skills and the ability to follow through on projects<br/>   • Excellent written and verbal communication skills<br/>   • The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment


ext_id: 15192
published: 2026-03-05 07:30:00+00:00
title: Project Manager, Special Projects and Internal Audit
location: NCR, PH
location_string: Metro Manila, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15192
experience_level: EN
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are seeking a Project Manager to evaluate, scope, implement, and launch diverse projects, primarily focusing on program ramps and site movements. These projects vary in scope, from brief, multi-week engagements impacting smaller teams to extensive, year-long global system implementations affecting multiple departments or channels (e.g., Operations, Operations Support, Training, and QA). A core focus will be on implementing effective processes, ensuring the successful deployment of new capabilities, and driving continuous improvement strategies within our current operations.<br/><br/>This role is essential for planning and designing efficient strategies. The Project Manager will also meet regularly with the client partner to ensure alignment on strategic visions. The internal audit component of this role involves evaluating the department's operational activities, internal controls, and risk management framework to ensure efficiency, policy compliance, and regulatory adherence. This position will plan and execute audits, document findings, and recommend improvements to management, with the goal of enhancing organizational performance, reducing risks, and identifying cost-saving opportunities.<br/><br/><br/>As Project Manager, Special Projects and Internal Audit, You Will…<br/><br/>   • Build business cases for all projects, from identifying project goals, required team(s), tasks, and desired impacts.<br/>   • Develop and manage project timelines and workflows.<br/>   • Manage and outline critical project activities and subsequent milestones.<br/>   • Mitigate and resolve risks and issues through project start and completion.<br/>   • Develop reporting standards and cadences.<br/>   • Examine operational workflows to identify inefficiencies, risks, and non-compliance.<br/>   • Prepare detailed audit reports and executive summaries documenting findings, observations, and opportunities.<br/>   • Monitor and review management's implementation of recommended corrective actions.<br/>   • Provide oversight and support to the program-specific reporting team.<br/>   • Identify cross-functional impacts and serve as the expert liaison between key business owners, including client partners, department managers, and senior leadership, for all projects.<br/>   • Manage and document all processes and successfully transition ownership when required.<br/>   • Create and implement templates to automatically track project costs.<br/>   • Define reporting cadence to monitor the project post-launch and its hyper-care period.<br/>   • Serve as the Project Management Subject Matter Expert (SME).<br/>   • Clear understanding of the “Big Picture” view to oversee and manage integration between the newly deployed project processes and already existing processes.<br/><br/>As Project Manager, Special Projects and Internal Audit, You Need…<br/><br/>   • A degree in Business or Commerce will be considered an asset.<br/>   • A minimum of 5 years of experience in the contact center industry and proficiency in understanding contact center KPIs.<br/>   • Previous experience in internal auditing, risk management, or operational compliance.<br/>   • Experience in an Operations Management role (overseeing front-line employees will be considered an asset).<br/>   • Experience in client relationship management and employee development/coaching.<br/>   • Must have experience dealing with escalated issues in a contact center capacity.<br/>   • Strong analytical thinking, attention to detail, proficiency in risk assessment, and excellent written/verbal communication skills.<br/>   • Proven track record of successful project deployments with quantifiable results, where you operated in a leadership role.<br/>   • Clear communicator with keen ability to present findings in succinct presentations.<br/>   • Extremely organized and detail-oriented worker with the ability to keep track of project impacting details and manage multiple, simultaneous projects with competing priorities.<br/>   • Strong quantitative, analytical, and critical thinking skills with demonstrated use of data analysis and metrics to drive decision-making and continuous improvement.<br/>   • Willingness to dig in and contribute as a part of a cross-functional team.<br/>   • Remain one step ahead of any issue, with the goal of no surprises.<br/>   • A thorough 360 understanding of project impacts on all other aspects of the supply chain.<br/>   • Experience with project management tools: i.e., Microsoft Project &amp; Planner, Asana, Confluence, Jira, etc.<br/>   • Proven advanced skills with the MS Office suite (Excel &amp; PowerPoint) and database/SQL experience are a big plus.<br/>   • Working knowledge and understanding of lean principles, project management, and change management - Six Sigma, PMP, or change management certification is a big plus.


ext_id: 15203
published: 2026-03-05 17:14:48+00:00
title: Senior Director of Operations
location: Guatemala City, Guatemala Department, GT
location_string: Guatemala City, Guatemala Department, Guatemala
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15203
experience_level: SE
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are seeking a leader who has the vision, experience, and passion to contribute to our culture and deliver extraordinary results for our clients.<br/><br/>The Senior Director of Operations will be involved in all facets of contact center operations, including hiring, training, quality control, reporting and client services. The ideal candidate is a performance-driven individual with experience managing a contact center with large call/interaction volumes.<br/><br/>As Senior Director of Operations, You Will…<br/><br/>   • Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value<br/>   • Motivate and inspires teams, while building trusting relationships throughout the organization<br/>   • Address attrition driven issues, through continuous focus groups, communication outlets with all site employees<br/>   • Collaborate with various departments and leaders in the development and implementation of strategic plans<br/>   • Manage and drive results for Service Delivery Operations and performance optimization through client specific internal KPIs and financials<br/>   • Develop and execute motivational incentives (Employee Experience) to assist in site retention goals<br/>   • Support and drive the IntouchCX culture within the team at our campuses<br/>   • Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations<br/>   • Maintain close auditing cadence through reporting, observations, and personal contact<br/><br/>As Senior Director of Operations, You Have…<br/><br/>   • Minimum 7-9 years of contact center senior leadership experience, with cross-functional teams/groups and full P&amp;L responsibility<br/>   • Previous experience in business process outsourcing is required<br/>   • Post-secondary diploma or degree with a major in Business<br/>   • 5 years of client relationship management<br/>   • Experience in analyzing and influencing P&amp;L statements and performing cost analysis<br/>   • Excellent communication skills<br/>   • Excellent organizational and time management skills<br/>   • Client relationship management experience<br/>   • Ability to handle multiple priorities simultaneously<br/>   • Experience with maintaining and developing operational statistics, financial management information, and results reporting<br/>   • Proven tactical and strategic management skills<br/>   • Ability to take initiative, make decisions and propose strategies and solutions<br/>   • Demonstrated ability to work autonomously as well as with leaders, peers, and clients in other countries<br/>   • Ability to meet program KPIs and internal business KPIs (abs, attrition, etc)<br/><br/><br/>IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.


ext_id: 15214
published: 2026-03-06 11:10:23+00:00
expired: 2026-03-28 14:23:35+00:00
title: Training Manager
location: Winnipeg, MB, CA
location_string: Winnipeg, Manitoba, Canada
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15214
experience_level: MI
language: en
has_remote: False
salary_currency: CAD
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>We are changing the way people think about customer care, and we need your help!<br/><br/>We’re seeking a Training Manager to manage all aspects of training plans for one of our largest programs. This role will also be responsible for the direct supervision and leadership of the Training and Development team. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our team members.<br/><br/><br/>As Training Manager, You Will…<br/><br/>   • Plan, develop and implement comprehensive professional development and training plans/programs<br/>   • Promote an inclusive learning environment; enhance positive employee engagement and leadership development<br/>   • Oversee the effective delivery of computer training and learning programs<br/>   • Provide direction of new initiatives, opportunities and foster "best in practice" training and professional development<br/>   • Develop cost-effective programs with a variety of measures<br/>   • Provide coaching to staff to support superior performance by developing individual professional development plans<br/>   • Lead orientation and onboarding activities for new managers and support staff<br/>   • Develop training policies, manuals, multimedia visual aids, web-site pages and other educational materials to support learning and development initiatives<br/>   • Select, develop, supervise, evaluate and train the staff development team<br/>   • Manage the contractual relationships with external software providers, vendors and guest speakers<br/>   • International Travel is required<br/><br/>As Training Manager, You Have…<br/><br/>   • 3-year degree or equivalent from a recognized post-secondary institution in Human Resources or Organizational Development, or a directly related field is required<br/>   • Call/Contact Centre management and training experience would be considered to be a great asset<br/>   • Minimum 5-years of experience in a training and development environment including direct facilitation and delivery of training programs<br/>   • Experience working with a team approach to employee and organizational development (required)<br/>   • Demonstrated, progressive leadership and management skills, preferably in a related environment<br/>   • Demonstrated ability to engage people in a training session, combined with solid understanding of the role of training and development<br/>   • Superior written and verbal communication skills, conflict resolution and problem solving skills<br/>   • Strong computer skills in all Microsoft Office programs and training and development software programs<br/>   • Excellent customer service focus with strong time management, organizational and analytical skills<br/>   • Ability to work in an environment where diversity of people and situations are encountered<br/>   • Valid travel documents for international travel<br/><br/><br/>IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.<br/>IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.<br/><br/> Benefits of Working as a Training Manager…<br/>   • Industry-leading medical, vision, and dental benefit plans + paid time off benefits<br/>   • Amazing career growth opportunities


ext_id: 15216
published: 2026-03-06 12:15:53+00:00
title: Team Lead (Supervisor)
location: Las Vegas, NV, US
location_string: Las Vegas, Nevada, United States
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15216
experience_level: SE
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>We’re changing the way people think about customer care, and we need your help!<br/><br/>We’re looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training  and career pathing plans.<br/><br/><br/>As Team Lead (Supervisor), You Will…<br/><br/>   • Manage and supervise CSRs<br/>   • Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees<br/>   • Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements<br/>   • Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas<br/>   • Use critical thinking to develop solutions to improve business performance and partner success<br/>   • Motivate teams through relationship building and real-time coaching<br/>   • Develop incentive programs to motivate CSRs to achieve desired outcomes<br/>   • Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team<br/>   • Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues<br/>   • Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings<br/>   • Gain expert level knowledge on all partner products and promotions<br/>   • Demonstrate a positive work ethic and commitment to achieve the best possible outcomes<br/>   • Act as a role model and exemplify our 10 Things (cultural values)<br/><br/><br/>As Team Lead (Supervisor), You Have…<br/><br/>   • High school diploma or equivalent (required)<br/>   • Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)<br/>   • 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role<br/>   • Experience dealing with escalated issues in a contact center capacity<br/>   • The ability to type 30 WPM with accuracy<br/>   • Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset<br/>   • The ability to use spreadsheet applications to maintain and develop operational reporting<br/>   • Exceptional time management, organizational and prioritization skills to complete work in a timely manner<br/>   • Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment<br/>   • The ability to work a variety of shifts, including days, evenings and holidays<br/><br/><br/>IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.<br/>Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.<br/><br/><br/> U.S Department of Labor Posters<br/><br/> Benefits of Working as a  Team Lead (Supervisor)…<br/><br/>   • Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)<br/>   • Amazing career growth opportunities


ext_id: 15224
published: 2026-03-06 17:09:32+00:00
title: Front Desk Recruiter
location: San Pedro Sula, Cortés Department, HN
location_string: San Pedro Sula, Cortés, Honduras
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15224
experience_level: EN
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re searching for a Front Desk Recruiter to provide support to our Recruitment Team and be the face of our front desk reception to ensure a pleasant experience for all potential candidates.<br/><br/>As Front Desk Recruiter, You Will…<br/><br/>   • Welcome scheduled and walk-in applicants<br/>   • Assist applicants and address inquiries during all phases of the recruitment process<br/>   • Schedule interviews<br/>   • Coordinate and administer pre-employment tests<br/>   • Manage pre-employment background checks and medical exams<br/>   • Assemble new hire packages and assist in orientations<br/>   • Input employee data and maintain employee files<br/><br/>As Front Desk Recruiter, You Need…<br/><br/>   • 1 - 2 years of administrative experience in a fast-paced environment<br/>   • HR experience (considered an asset)<br/>   • Basic knowledge of sourcing and recruitment<br/>   • Excellent communication and presentation skills, with a strong attention to detail<br/>   • Strong analytical and customer service skills<br/>   • The ability to work independently and as part of a team<br/>   • A dynamic, proactive attitude with a passion to learn new things and adapt to change<br/>   • The ability to listen and maintain patience during difficult situations<br/>   • The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds


ext_id: 15239
published: 2026-03-06 19:18:28+00:00
title: Quality Assurance Analyst
location: Winnipeg, MB, CA
location_string: Winnipeg, Manitoba, Canada
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15239
experience_level: MI
language: en
has_remote: False
salary_currency: CAD
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>We’re changing the way people think about customer service, and we need your help!<br/><br/>We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.<br/><br/>As Quality Assurance Analyst, You Will…<br/><br/>   • Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed<br/>   • Complete Quality Assurance and coaching session reports on a weekly basis<br/>   • Provide floor support, which can include actively taking phone calls<br/>   • Attend and participate in meetings with supervisors and managers to review monitoring lists<br/>   • Attend and participate in partner and internal calibration meetings<br/>   • Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers<br/>   • Report scripting problems or questions from callers to appropriate departments<br/>   • Distribute partner and company related correspondence to all CSRs/Tier 2 team members<br/>   • Perform other duties as assigned<br/><br/>As Quality Assurance Analyst, You Have…<br/><br/>   • High school diploma or equivalent (required)<br/>   • 1 year of front-line contact center experience (preferred)<br/>   • 1-2 years of Quality Assurance experience (preferred)<br/>   • Intermediate knowledge of MS Excel, MS Word and MS Office (required)<br/>   • Ability to type 30 wpm minimum with accuracy<br/>   • Strong verbal and written communication skills, including spelling and grammar<br/>   • Excellent organizational and time management skills<br/>   • Ability to make fair and consistent judgments and decisions<br/>   • Ability to multi-task under high-pressure situations<br/>   • Ability to solve problems and offer suggestions in a positive and developmental manner<br/>   • Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls<br/>   • Ability to perform basic mathematical functions to ensure scoring accuracy<br/>   • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds<br/>   • Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required<br/><br/><br/>IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.<br/>IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.<br/><br/> Benefits of Working as a Quality Assurance Analyst…<br/>   • Industry-leading medical, vision, and dental benefit plans + paid time off benefits<br/>   • Amazing career growth opportunities


ext_id: 15243
published: 2026-03-25 17:46:34+00:00
title: Training Facilitator
location: Winnipeg, MB, CA
location_string: Winnipeg, Manitoba, Canada
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15243
experience_level: MI
language: en
has_remote: False
salary_currency: CAD
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>We are changing the way people think about customer service, and we need your help! We’re seeking a Trainer to deliver training modules and run classes for our team members.<br/><br/>Are you a leader with a passion to help people learn? This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum development.<br/><br/>As Training Facilitator, You Will…<br/><br/>   • Provide training to new and existing employees<br/>   • Develop and deliver training plans and curriculum to classes of up to 25 people<br/>   • Develop and utilize a variety of creative teaching techniques<br/>   • Develops and administers knowledge assessment testing<br/>   • Assist with QA monitoring, feedback and coaching<br/>   • Maintain up-to-date reporting on training progress, effectiveness and improvements<br/>   • Stay informed of current client products and services<br/>   • Interact with partners, ensuring they understand the training environment, successes and opportunities for development<br/>   • Manage new Trainers and Training Facilitators<br/>   • International Travel is Required<br/><br/>As Training Facilitator, You Have…<br/><br/>   • BS/BA in Education or Business Administration or equivalent work experience preferred<br/>   • Knowledge of adult learning principles and the ability to implement these principles into a training curriculum<br/>   • 3+ years previous contact center experience preferred<br/>   • Experience in customer service training<br/>   • Experience in coaching and mentoring<br/>   • Knowledge of existing and emerging training methods and tools<br/>   • Knowledge of call center systems, ACD/IVR and performance statistics<br/>   • Strong verbal and written communication skills, including presentation skills<br/>   • Strong analytical and problem solving skills<br/>   • Ability to build rapport with clients and interact with team members at various position levels<br/>   • Ability to multitask effectively and work in a fast paced environment<br/>   • Ability to develop employees through positive motivation<br/>   • Ability to adapt to change and innovation<br/>   • Ability to potentially travel<br/>   • Skills in MS Office programs (Word, Excel and PowerPoint)<br/>   • Valid travel documents for international travel<br/><br/><br/>IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.<br/>IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.<br/><br/> Benefits of Working as a Training Facilitator…<br/>   • Industry-leading medical, vision, and dental benefit plans + paid time off benefits<br/>   • Amazing career growth opportunities


ext_id: 15247
published: 2026-03-06 20:19:22+00:00
title: Vice President, Solutions
location: Winnipeg, MB, CA
location_string: Winnipeg, Manitoba, Canada
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15247
experience_level: EX
language: en
has_remote: False
salary_currency: CAD
description:
About IntouchCX<br/>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.<br/><br/><br/>About the Job<br/>The Vice President of Solutions is a technically-grounded, hands-on leader responsible for advising on, architecting and delivering high-impact business solutions. This leader will be "in the work"—partnering directly with client teams to map out complex workflows and bridge the gap between business objectives and technical execution.<br/>The VP will act as the primary liaison, capable of conducting "side-by-side" workflow analysis and communicating fluently with client IT departments to ensure seamless integration and scalability of our offerings. This role is part of a team dedicated to the development and delivery of enablement offerings while providing clear advisory services to clients on strategy and tech stack optimizations.<br/><br/>As Vice President of Solutions, You Will…<br/>   • Innovation &amp; Tech Scouting: Maintain a deep, current understanding of emerging technologies and evaluate their practical application within the current service portfolio.<br/>   • Strategic Growth Support: Support all stages of the sales and client lifecycle by providing "heavy lifting" during discovery, solutioning, business planning and solution delivery.<br/>   • Hands-on Delivery: Actively participate "in the trenches" with client teams to ensure that proposed solutions are not just theoretical, but viable and operationally sound.<br/>   • Market Intelligence: Identify industry trends and derive data-driven intelligence to continuously optimize costs and results through technical innovation.<br/>   • Commercial &amp; Expansion Ownership: Own problem framing and solution definition that directly enables account expansion, pipeline influence, and incremental revenue, translating insights into scoped roadmaps and monetizable initiatives.<br/>   • Ambiguity-to-Action Leadership: Take complex, loosely defined client challenges and convert them into sequenced initiatives with framing, business casesI, driving alignment from strategy through execution to impact realization.<br/>   • Workflow Architecture &amp; Design: Lead the design and planning of end-to-end solutions, conducting side-by-side workflow assessments with client teams to identify efficiencies and technical bottlenecks.<br/>   • Technical IT Liaison: Serve as the bridge among internal sales, CX, and client IT teams as well as client CX and IT teams helping translate complex business requirements into technical specifications and vice-versa at a foundational level.<br/><br/>As Vice President of Solutions, You Need…<br/>   • Experience: 10+ years working in a BPO, outsourced, and/or in-house environment with a focus on tech consulting and BPO.<br/>   • Technical Fluency: Strong experience and understanding of Operations, workforce management (WFM), and business intelligence (BI).<br/>   • Communication: Ability to simplify conversations and build relationships with both internal and external stakeholders.<br/>   • Industry Knowledge: Proven background in leading consulting or tech-enabled B2B services firms.<br/>   • Offering Design: Expertise in multi-product and multi-service line design, development, and implementation.<br/>   • Technical Communication: Demonstrated ability to talk at a foundational level with client IT teams to align on integrations, security, and platform requirements.<br/>Leadership Capabilities<br/>   • Strategic Visionary: A forward-thinker who can make data-driven business decisions while maintaining an eye on future-state technology.<br/>   • The "Player-Coach" Mentality: An organized leader who finds energy in doing the work, not just delegating it; comfortable rolling up sleeves to solve workflow logic alongside a team.<br/>   • Quick Learner: Must be eager to independently learn and master the latest technologies, solutions, and platforms.<br/>   • Collaborative Leader: A "horizontal" leader who works cohesively across Operations and CX departments to drive value.<br/>   • Analytical Prowess: Ability to identify industry trends and translate them into commercially successful service lines.<br/>Culture Fit &amp; Impact<br/>   • Integrity &amp; Ethics: High intensity and passion balanced with honesty and professional integrity.<br/>   • Results Oriented: A strong focus on execution. Success is judged on what is implemented and delivered to the client, not what is proposed.<br/>   • Collaboration: Excellent collaboration and consensus-building skills.<br/>   • Enthusiasm: A creative leader with a growth mindset who can inspire a fast-growing and ambitious organization.<br/><br/><br/>IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.<br/>IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.<br/><br/> Benefits of Working as a Vice President of Solutions…<br/>   • Industry-leading medical, vision, and dental benefit plans + paid time off benefits<br/>   • Amazing career growth opportunities


ext_id: 15270
published: 2026-03-09 18:59:16+00:00
expired: 2026-03-27 14:35:42+00:00
title: Team Lead (Supervisor) (Overnight)
location: Guatemala City, Guatemala Department, GT
location_string: Guatemala City, Guatemala Department, Guatemala
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15270
experience_level: SE
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re changing the way people think about customer care, and we need your help!<br/><br/>We’re looking for an overnight Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training  and career pathing plans.<br/><br/>As Team Lead (Supervisor), You Will…<br/><br/>   • Manage and supervise CSRs<br/>   • Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees<br/>   • Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements<br/>   • Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas<br/>   • Use critical thinking to develop solutions to improve business performance and partner success<br/>   • Motivate teams through relationship building and real-time coaching<br/>   • Develop incentive programs to motivate CSRs to achieve desired outcomes<br/>   • Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team<br/>   • Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues<br/>   • Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings<br/>   • Gain expert level knowledge on all partner products and promotions<br/>   • Demonstrate a positive work ethic and commitment to achieve the best possible outcomes<br/>   • Act as a role model and exemplify our 10 Things (cultural values)<br/><br/>As Team Lead (Supervisor), You Have…<br/><br/>   • High school diploma or equivalent (required)<br/>   • Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)<br/>   • 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role<br/>   • Experience dealing with escalated issues in a contact center capacity<br/>   • The ability to type 30 WPM with accuracy<br/>   • Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset<br/>   • The ability to use spreadsheet applications to maintain and develop operational reporting<br/>   • Exceptional time management, organizational and prioritization skills to complete work in a timely manner<br/>   • Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment<br/>   • The ability to work a variety of shifts, including days, evenings and holidays<br/><br/><br/>IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.


ext_id: 15283
published: 2026-03-10 11:25:36+00:00
title: Facilities Coordinator
location: Manila, NCR, PH
location_string: Manila, National Capital Region, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15283
experience_level: EN
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are changing the way people think about customer service, and we need your help!<br/>Are you someone who likes to make things happen? We are seeking a Facilities Coordinator to be the ultimate organizer, involved in the day-to-day operations at our campuses. We’re looking for a multitasking mindset and a passion to meet the needs of both our team members and clients.<br/><br/><br/>As Facilities Coordinator, You Will…<br/><br/>   • Be responsible for monitoring the high cleanliness and safety standards of the campus<br/>   • Source new vendors as needed and communicate with them directly<br/>   • Order supplies and food for client visits<br/>   • Manage headset inventory<br/>   • Manage Facilities tickets and tracking spreadsheets<br/>   • Work directly with Fulfillment department and manage daily deliveries<br/>   • Organize and follow-up on multiple tasks with accuracy and timeliness<br/>   • Inform Facility Management Committee of issues when necessary<br/>   • Perform other duties as assigned<br/><br/>As Facilities Coordinator, You Have…<br/><br/>   • High School Diploma or equivalent<br/>   • Ability to handle a high volume of work in a fast-paced, demanding work environment<br/>   • Strong organizational skills, with the ability to manage multiple projects at one time<br/>   • An eye for design and exceptional attention to detail<br/>   • Strong communication skills, both written and oral<br/>   • A love for collaborating with a diverse group of people<br/>   • Ability to work a variety of shifts including days, evenings, weekends and holidays (depending on required project deadlines or emergencies)


ext_id: 15304
published: 2026-03-12 18:47:55+00:00
title: Proposal Coordinator
location: Guatemala City, Guatemala Department, GT
location_string: Guatemala City, Guatemala Department, Guatemala
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15304
experience_level: MI
language: en
has_remote: False
salary_currency: CAD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re changing the way people think about customer care, and we need your help! We’re looking for a Marketing Coordinator to join our team.<br/><br/>The Proposal Coordinator will work with the Growth Team, and is responsible for the timely execution of compelling sales material. This role works internally with many departments and requires relationship management to build a network of internal experts to support proposal development. This role also manages the knowledge base for the wider proposal team. At its core, you will be able to build responses to Requests for Proposal (RFPs), and keep an up-to-date database to support future proposal development.<br/><br/>As Proposal Coordinator, You Will…<br/><br/>   • Assess and understand client needs by reviewing all available documentation<br/>   • Lead internal discovery sessions to establish goals and timelines for each project<br/>   • Build custom applications of sales material including Overviews, Proposals, and Presentations<br/>   • Build a network of internal experts to support research and response development<br/>   • Collaborate with Marketing and Design teams for branded and creative materials<br/>   • Manage a knowledge database of information, ensuring timely updates<br/>   • Develop and keep track of a unified storage of presentations, sales materials, etc. through Google drive products<br/><br/>As Proposal Coordinator, You Have…<br/><br/>   • A post-secondary diploma or degree<br/>   • 1-2 years of experience in writing, marketing and/or project management<br/>   • Internet savvy skills with strong working knowledge of and experience with standard office equipment and software such as Microsoft Office +/or GSuite (Google For Work)<br/>   • Excellent written/research, proofreading, grammar and critical analysis skills<br/>   • The ability to work both independently and within a team environment<br/>   • The ability to operate in a fast-paced work environment and switch gears quickly between projects and deadlines<br/>   • Excellent attention to detail with the ability to organize, coordinate and track projects<br/>   • Above-average time management skills with the ability to follow-up on multiple tasks/details with accuracy and timeliness<br/>   • Layout, creativity and “lite” design skills (considered an asset) - please consider your resume as a sample of your work<br/>   • Strong problem solving and decision making skills<br/><br/><br/>IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.


ext_id: 15309
published: 2026-03-16 12:08:16+00:00
title: Team Lead (Supervisor)
location: Athens, GR
location_string: Athens, Attica, Greece
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15309
experience_level: SE
language: en
has_remote: False
salary_currency: EUR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re changing the way people think about customer care, and we need your help!<br/><br/>We’re looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training  and career pathing plans.<br/><br/>As Team Lead (Supervisor), You Will…<br/><br/>   • Manage and supervise CSRs<br/>   • Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees<br/>   • Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements<br/>   • Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas<br/>   • Use critical thinking to develop solutions to improve business performance and partner success<br/>   • Motivate teams through relationship building and real-time coaching<br/>   • Develop incentive programs to motivate CSRs to achieve desired outcomes<br/>   • Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team<br/>   • Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues<br/>   • Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings<br/>   • Gain expert level knowledge on all partner products and promotions<br/>   • Demonstrate a positive work ethic and commitment to achieve the best possible outcomes<br/>   • Act as a role model and exemplify our 10 Things (cultural values)<br/><br/>As Team Lead (Supervisor), You Have…<br/><br/>   • High school diploma or equivalent (required)<br/>   • Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)<br/>   • 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role<br/>   • Experience dealing with escalated issues in a contact center capacity<br/>   • The ability to type 30 WPM with accuracy<br/>   • Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset<br/>   • The ability to use spreadsheet applications to maintain and develop operational reporting<br/>   • Exceptional time management, organizational and prioritization skills to complete work in a timely manner<br/>   • Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment<br/>   • The ability to work a variety of shifts, including days, evenings and holidays


ext_id: 15315
published: 2026-03-13 18:03:11+00:00
title: Billing Analyst
location: Guatemala City, Guatemala Department, GT
location_string: Guatemala City, Guatemala Department, Guatemala
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15315
experience_level: MI
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Billing Analyst will be responsible for addressing internal and external requests related to billing and invoice activities while working with other internal teams, maintaining strong relationships, and ensuring client needs are met.<br/><br/>As Billing Analyst, You Will…<br/><br/>   • Prepare budget trackers and invoices for your assigned clients<br/>   • Follow all steps monthly to ensure a consistent approach to invoicing<br/>   • Audit information received from reporting/operations for potential issues and resolve with Operations<br/>   • Ensure every invoice has full and complete support for all charges saved in a consistent manner<br/>   • Manage your time to meet all invoicing deadlines<br/>   • Review new contracts and become the expert on your new clients to ensure new invoices are aligned to contract<br/>   • Communicate critical issues/risks effectively to your Manager and work collaboratively to resolve<br/>   • Utilize soft skills for communicating with Operations and team around potential issues impacting invoices<br/><br/>As Billing Analyst You Need…<br/><br/>   • Some post-secondary education or completion of a post-secondary degree with a major in Business Administration or Accounting  will be considered an asset. A combination of education and work experience will also be considered<br/>   • 1-2 years of experience in office management and/or in an accounting role will be considered an asset<br/>   • Strong communication (written/verbal), problem-solving, and analytical thinking skills<br/>   • Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner<br/>   • Ability and desire to work with large data sets and wide variety of reporting systems<br/>   • Advanced Microsoft Excel skills to assist in summarizing and analyzing information<br/>   • Ability to utilize clear concise language for communicating issues to Ops and Management<br/>   • Ability to work remotely<br/>   • Tenacious attention to detail with an eye for accuracy<br/>   • Eagerness to learn and grow<br/><br/><br/>IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.


ext_id: 15323
published: 2026-03-16 09:08:19+00:00
title: Facilities Lead
location: Manila, NCR, PH
location_string: Manila, National Capital Region, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15323
experience_level: SE
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We’re changing the way people think about customer care, and we need your help!<br/>We’re searching for a Facilities Lead to oversee day-to-day operations by ensuring the campus is clean, safe and on-brand. This role will ensure everything is operating smoothly, while also supporting the culture of IntouchCX.<br/><br/>As Facilities Lead, You Will…<br/><br/>   • Work with Building Management to ensure health &amp; safety requirements and legislative compliance for the campus are met<br/>   • Supervise Building Service Officers (BSOs) and their workload<br/>   • Respond to facility related requests and complete assigned tickets in a timely manner<br/>   • Coordinate campus visits including any related travel logistics<br/>   • Ensure space build outs and furniture assembly projects are completed<br/>   • Do weekly walk-throughs<br/>   • Respond to urgent campus issues as they arise and ensure measures are in place for off-hours/emergency support<br/>   • Maintain list of vendor contracts for outsourced services<br/>   • Acquire project quotes, place service calls and put in installation requests<br/>   • Oversee building security as it relates to vendors/onsite coverage, fobs and name tags<br/>   • Assist with shipping &amp; receiving as needed (including crating equipment for shipment)<br/>   • Ensure meeting rooms are organized and cable management is tidy<br/>   • Inspect building grounds and equipment for unsafe or malfunctioning conditions<br/>   • Coordinate generator testing<br/>   • Monitor landscaping, common areas and parking lots<br/>   • Follow expense processes to procure items for the campus<br/>   • Coordinate reception, security, maintenance, mail, deliveries, cleaning, catering, waste disposal and recycling<br/>   • Perform additional administrative duties as required<br/><br/>As Facilities Lead, You Have…<br/><br/>   • A High School Diploma or equivalent (required)<br/>   • Some post-secondary or completion of post-secondary schooling (preferred)<br/>   • Strong time management, organizational and prioritization skills<br/>   • An eye for design and exceptional attention to detail<br/>   • The ability to handle a high volume of work<br/>   • Proven leadership qualities such as critical thinking and problem solving skills<br/>   • Strong communication skills and enjoy collaborating with a diverse group of people<br/>   • Ability to thrive in a fast-paced, ever-changing work environment<br/>   • Flexibility to work a variety of shifts including days, evenings, weekends and holidays (depending on required project deadlines or emergencies)


ext_id: 15334
published: 2026-03-16 13:23:17+00:00
title: Workforce Coordinator
location: NCR, PH
location_string: Metro Manila, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15334
experience_level: MI
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>The Workforce Management Coordinator will actively manage the staff, support, motivate and retain a Planning team. The ideal candidate will organize the workflow of the team, ensuring that all tasks/duties as assigned are understood, tracked and completed.<br/><br/>As Workforce Management Coordinator, You Will…<br/><br/>   • Work closely with the teams to validate capacity plan, review trends and arrival pattern behaviors, understand upcoming launches and impacts in volume<br/>   • Provide updates about absenteeism, turnover, HC management, etc in the weekly staffing meetings and/or other forums where those informations are relevant<br/>   • Be the point of contact for the team in the MBRs and weekly meetings between the vendor and the client<br/>   • Make sure the team is keeping NICE and PIMS systems updated and report any issues/bugs<br/>   • Support the team on trend analysis and work very closely with various teams to understand the root causes of volume behavior change<br/>   • Follow the client guidelines in regards to multi skilling and synergies among the operations to support the incoming volume and SLA targets<br/>   • Help the team build and track the action plans discussed in the weekly staffing meetings (or MBRs) and provide updates on the action plan results to the main stakeholders<br/><br/>As Workforce Management Coordinator, You Have…<br/><br/>   • Bachelor degree or above<br/>   • More than 3 years of experience in BPO industry and WFM department<br/>   • More than 1 year of experience in BPO WFM management experience with no less than 7 WFM Analysts<br/>   • Knowledge on statistical analysis and forecasting modeling<br/>   • Previous experience working with WFM tools, budgeting, forecasting and scheduling<br/>   • Strong analytical, problem-solving, technical, information-management and decision-making skills<br/>   • Demonstrated strong interpersonal and communication skills<br/>   • Superior organizational skills and the ability to follow through<br/>   • Strong conflict management and stakeholder management skills<br/>   • Ability to adapt to Change and Innovation<br/>   • Strong leadership, analytical, problem solving and decision making skills<br/>   • Ability to work in a fast-paced, hectic, changing environment<br/>   • Ability to adhere to all organizational policies and procedures<br/>   • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds


ext_id: 15338
published: 2026-03-16 18:57:39+00:00
title: Vice President of Operations
location: Guatemala City, Guatemala Department, GT
location_string: Guatemala City, Guatemala Department, Guatemala
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15338
experience_level: EX
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>IntouchCX is  seeking a Vice President of Operations to be the face of our campuses, including hiring, training, quality control, reporting and client services. We’re looking for a leader who can collaborate with our global leadership teams to provide support and guidance to multiple client accounts.<br/><br/>The ideal candidate will have a performance-driven mindset and a passion for delivering extraordinary results for our clients. Experience managing a contact center with large call and interaction volumes is an asset.<br/><br/><br/>As Vice President of Operations, You Will…<br/><br/>   • Collaborate with various departments and leaders in the development and implementation of strategic plans<br/>   • Manage and drive results for Service Delivery Operations and performance optimization through client-specific internal KPIs and financials<br/>   • Direct and audit to ensure adherence to corporate policies and processes, while honoring client-specific policies &amp; processes<br/>   • Support and drive the IntouchCX culture within their teams and at our campuses<br/>   • Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations<br/>   • Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value<br/>   • Build and develop a world class Operations team, including: providing mentoring, rigorous training, development planning for team members, as well as succession planning<br/>   • Drive best practices in all areas of responsibility<br/>   • Maintain close auditing cadence through reporting, observations, and personal contact<br/>   • Motivate and inspire teams, while building trusting relationships throughout the organization<br/>   • Work directly with Operations Workforce Optimization teams to deliver client staffing requirements<br/><br/><br/>As Vice President of Operations, You Have…<br/><br/>   • 10+ years of contact center experience in a senior leadership role with full P&amp;L responsibility<br/>   • High school diploma or equivalent required<br/>   • Completion of postsecondary education preferred<br/>   • Previous experience in business process outsourcing is required<br/>   • Proficient in the use of Microsoft Office<br/>   • Experience with the Google Suite of products is desired<br/>   • Strong verbal and written communication skills<br/>   • Proven tactical and strategic management skills<br/>   • Strong analytical, problem solving and decision making skills<br/>   • Results driven, able to focus on organizational growth and financial performance<br/>   • Ability to be creative, transparent and adaptive in a constantly changing environment<br/><br/><br/>IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.


ext_id: 15343
published: 2026-03-17 11:23:39+00:00
title: Director of Operations (Relocation Opportunity)
location: Athens, GR
location_string: Athens, Attica, Greece
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15343
experience_level: EX
language: en
has_remote: False
salary_currency: EUR
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>Are you looking for an exciting new challenge? IntouchCX is looking for you!<br/><br/>As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.<br/><br/>We’re hiring a Director of Operations to be involved in all facets of the contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.<br/><br/>As Director of Operations, You Will…<br/><br/>   • Drive “best practices” in all areas of responsibility<br/>   • Ensure proper planning, staffing, training and development is achieved across all teams<br/>   • Be responsible for ramp-up drives and goals<br/>   • Create action plans for continuous growth and improvement, business development and client satisfaction<br/>   • Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service<br/>   • Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies &amp; processes<br/>   • Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture<br/>   • Motivate and inspire teams, while building trusting relationships throughout the organization<br/>   • Develop and execute motivational incentives on the floor<br/>   • Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations<br/>   • Maintain close auditing cadence through reporting, observations and personal contact<br/>   • Work directly with Operations Workforce Optimization teams to deliver client staffing requirements<br/><br/>As Director of Operations, You Have…<br/><br/>   • Post-secondary diploma or degree with a major in Business<br/>   • 7 - 9 years of experience in contact center leadership, including managing cross-functional teams<br/>   • 5 years of relevant experience in client relationship management<br/>   • Experience in analyzing/influencing profit &amp; loss statements and performing cost analysis<br/>   • Experience with maintaining and developing operational statistics, financial management information and results reporting<br/>   • Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments<br/>   • Excellent organizational and time management skills with the ability to work under tight deadlines<br/>   • The ability and motivation to meet program and internal business KPIs<br/>   • The ability to implement change and innovation throughout teams


ext_id: 15352
published: 2026-03-18 10:34:28+00:00
title: Reporting Analyst
location: Cebu City, Central Visayas, PH
location_string: Cebu City, Central Visayas, Philippines
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15352
language: en
has_remote: False
salary_currency: PHP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/><br/>We are changing the way people think about customer care, and we need your help!<br/><br/>Are you passionate about performance and love the challenge of reporting and diagnosing trends in key performance metrics? We’re looking for a Reporting Analyst with strong problem solving skills who can thrive in a fast paced, entrepreneurial environment.<br/><br/>As Reporting Analyst, You Will…<br/>   • Be responsible for real-time reporting and diagnosing trends in key performance metrics<br/>   • Generate weekly and daily KPI reports<br/>   • Ensure employee data is current and accurate for assigned program<br/>   • Work in partnership with Operational Leaders and Program Leadership<br/><br/>As Reporting Analyst, You Have…<br/>   • High School Diploma or equivalent is required<br/>   • Experience in leadership and working in a supervisory role<br/>   • Advanced knowledge of MS Word, Excel and Google Docs<br/>   • Proficiency with formulas and pivot tables<br/>   • Excellent communication skills<br/>   • Ability to enter data with a high level of accuracy<br/>   • Adaptability to learn a variety of software programs (such as Javascript)<br/>   • Strong analytical and problem solving skills<br/>   • Flexibility to work evenings and weekends if needed


ext_id: 15369
published: 2026-03-24 14:08:26+00:00
title: Senior B2B Content Lead
location: Bogota, CO
location_string: Bogotá, Cundinamarca, Colombia
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15369
experience_level: SE
language: en
has_remote: False
salary_currency: COP
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/>We are seeking a strategic and experienced Sr. B2B Content Manager to lead our content function and elevate our voice in the customer experience (CX), contact center, and BPO industry. This role blends content strategy, thought leadership, and people management. You will oversee the content writing team while shaping the narratives that position our company as a trusted authority in digital transformation and AI-powered innovation. Working closely with teams across Marketing, Sales, Product, and Client Services, you will develop compelling content that resonates with enterprise audiences, supports revenue growth, and strengthens our industry presence.<br/><br/>As a Senior B2B Content Lead, You Will…<br/>Lead the Content Function<br/>   • Manage and mentor a team of content writers, providing editorial direction, coaching, and quality oversight.<br/>   • Establish content standards, processes, and governance to ensure consistency and impact.<br/>   • Own the content roadmap and editorial calendar aligned to marketing and business priorities.<br/>Drive Thought Leadership<br/>   • Produce and oversee high-impact content including whitepapers, POVs, research reports, executive briefs, and industry articles.<br/>   • Translate complex CX, Trust &amp; Safety, Back Office Processing and AI services topics into clear and compelling narratives.<br/>   • Collaborate with executives, subject matter experts, and industry analysts to develop credible insights and commentary.<br/>Support Marketing &amp; Sales<br/>   • Create and guide content across channels including blogs, case studies, web pages, campaign assets, sales enablement materials, event content and video scripting.<br/>   • Partner with Growth, Demand Generation, and Sales teams to develop messaging frameworks, value propositions, and proof points.<br/>   • Capture and translate client success stories into impactful content.<br/>Optimize Content Performance<br/>   • Identify content gaps and opportunities aligned to market trends and audience needs.<br/>   • Track engagement and performance metrics to continuously refine messaging and strategy, delivering on defined KPIs..<br/>   • Ensure content is optimized for SEO, digital channels, and enterprise audiences.<br/><br/>As a Senior B2B Content Lead, You Need…<br/>   • 7+ years of B2B content or editorial experience, ideally within CX, contact center, BPO, SaaS, or enterprise services<br/>   • 2+ years of people management or editorial leadership experience<br/>   • Proven ability to produce executive level thought leadership and long form content<br/>   • Deep understanding of customer experience, contact center operations (including Back Office), and emerging CX technologies. Familiarity with Trust &amp; Safety and Fraud, along with AI services.<br/>   • Exceptional storytelling, writing, and editing skills<br/>   • Strong research, interviewing, and analytical capabilities<br/>   • A portfolio demonstrating strategic B2B content and industry insights<br/>Bonus Points<br/>   • Experience working with CX technologies such as CCaaS platforms, CRM systems, or AI-driven automation tools<br/>   • Familiarity with SEO, CMS platforms, and marketing analytics tools (e.g., Google Analytics, HubSpot)<br/>   • Prior experience collaborating with industry analysts or contributing to industry reports<br/>Why This Role Matters<br/>Content plays a critical role in how we educate the market, engage enterprise buyers, and differentiate our solutions. In this role, you’ll shape the voice of our brand while building a content program that drives both industry credibility and measurable business impact.<br/><br/><br/>Note: Please apply with your portfolio (or links to relevant work) included in your resume so we can review your experience.


ext_id: 15371
published: 2026-03-24 14:09:15+00:00
title: Senior B2B Content Lead
location: Tegucigalpa, Francisco Morazán Department, HN
location_string: Tegucigalpa, Francisco Morazán, Honduras
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15371
experience_level: SE
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/>We are seeking a strategic and experienced Sr. B2B Content Manager to lead our content function and elevate our voice in the customer experience (CX), contact center, and BPO industry. This role blends content strategy, thought leadership, and people management. You will oversee the content writing team while shaping the narratives that position our company as a trusted authority in digital transformation and AI-powered innovation. Working closely with teams across Marketing, Sales, Product, and Client Services, you will develop compelling content that resonates with enterprise audiences, supports revenue growth, and strengthens our industry presence.<br/><br/>As a Senior B2B Content Lead, You Will…<br/>Lead the Content Function<br/>   • Manage and mentor a team of content writers, providing editorial direction, coaching, and quality oversight.<br/>   • Establish content standards, processes, and governance to ensure consistency and impact.<br/>   • Own the content roadmap and editorial calendar aligned to marketing and business priorities.<br/>Drive Thought Leadership<br/>   • Produce and oversee high-impact content including whitepapers, POVs, research reports, executive briefs, and industry articles.<br/>   • Translate complex CX, Trust &amp; Safety, Back Office Processing and AI services topics into clear and compelling narratives.<br/>   • Collaborate with executives, subject matter experts, and industry analysts to develop credible insights and commentary.<br/>Support Marketing &amp; Sales<br/>   • Create and guide content across channels including blogs, case studies, web pages, campaign assets, sales enablement materials, event content and video scripting.<br/>   • Partner with Growth, Demand Generation, and Sales teams to develop messaging frameworks, value propositions, and proof points.<br/>   • Capture and translate client success stories into impactful content.<br/>Optimize Content Performance<br/>   • Identify content gaps and opportunities aligned to market trends and audience needs.<br/>   • Track engagement and performance metrics to continuously refine messaging and strategy, delivering on defined KPIs..<br/>   • Ensure content is optimized for SEO, digital channels, and enterprise audiences.<br/>   •<br/><br/>As a Senior B2B Content Lead, You Need…<br/>   • 7+ years of B2B content or editorial experience, ideally within CX, contact center, BPO, SaaS, or enterprise services<br/>   • 2+ years of people management or editorial leadership experience<br/>   • Proven ability to produce executive level thought leadership and long form content<br/>   • Deep understanding of customer experience, contact center operations (including Back Office), and emerging CX technologies. Familiarity with Trust &amp; Safety and Fraud, along with AI services.<br/>   • Exceptional storytelling, writing, and editing skills<br/>   • Strong research, interviewing, and analytical capabilities<br/>   • A portfolio demonstrating strategic B2B content and industry insights<br/>Bonus Points<br/>   • Experience working with CX technologies such as CCaaS platforms, CRM systems, or AI-driven automation tools<br/>   • Familiarity with SEO, CMS platforms, and marketing analytics tools (e.g., Google Analytics, HubSpot)<br/>   • Prior experience collaborating with industry analysts or contributing to industry reports<br/>Why This Role Matters<br/>Content plays a critical role in how we educate the market, engage enterprise buyers, and differentiate our solutions. In this role, you’ll shape the voice of our brand while building a content program that drives both industry credibility and measurable business impact.<br/><br/><br/>Note: Please apply with your portfolio (or links to relevant work) included in your resume so we can review your experience.


ext_id: 15375
published: 2026-03-24 14:11:17+00:00
title: Senior B2B Content Lead
location: Guatemala City, Guatemala Department, GT
location_string: Guatemala City, Guatemala Department, Guatemala
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15375
experience_level: SE
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/><br/>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.<br/><br/><br/>About the Job<br/>We are seeking a strategic and experienced Sr. B2B Content Manager to lead our content function and elevate our voice in the customer experience (CX), contact center, and BPO industry. This role blends content strategy, thought leadership, and people management. You will oversee the content writing team while shaping the narratives that position our company as a trusted authority in digital transformation and AI-powered innovation. Working closely with teams across Marketing, Sales, Product, and Client Services, you will develop compelling content that resonates with enterprise audiences, supports revenue growth, and strengthens our industry presence.<br/><br/>As a Senior B2B Content Lead, You Will…<br/>Lead the Content Function<br/>   • Manage and mentor a team of content writers, providing editorial direction, coaching, and quality oversight.<br/>   • Establish content standards, processes, and governance to ensure consistency and impact.<br/>   • Own the content roadmap and editorial calendar aligned to marketing and business priorities.<br/>Drive Thought Leadership<br/>   • Produce and oversee high-impact content including whitepapers, POVs, research reports, executive briefs, and industry articles.<br/>   • Translate complex CX, Trust &amp; Safety, Back Office Processing and AI services topics into clear and compelling narratives.<br/>   • Collaborate with executives, subject matter experts, and industry analysts to develop credible insights and commentary.<br/>Support Marketing &amp; Sales<br/>   • Create and guide content across channels including blogs, case studies, web pages, campaign assets, sales enablement materials, event content and video scripting.<br/>   • Partner with Growth, Demand Generation, and Sales teams to develop messaging frameworks, value propositions, and proof points.<br/>   • Capture and translate client success stories into impactful content.<br/>Optimize Content Performance<br/>   • Identify content gaps and opportunities aligned to market trends and audience needs.<br/>   • Track engagement and performance metrics to continuously refine messaging and strategy, delivering on defined KPIs..<br/>   • Ensure content is optimized for SEO, digital channels, and enterprise audiences.<br/>   •<br/><br/>As a Senior B2B Content Lead, You Need…<br/>   • 7+ years of B2B content or editorial experience, ideally within CX, contact center, BPO, SaaS, or enterprise services<br/>   • 2+ years of people management or editorial leadership experience<br/>   • Proven ability to produce executive level thought leadership and long form content<br/>   • Deep understanding of customer experience, contact center operations (including Back Office), and emerging CX technologies. Familiarity with Trust &amp; Safety and Fraud, along with AI services.<br/>   • Exceptional storytelling, writing, and editing skills<br/>   • Strong research, interviewing, and analytical capabilities<br/>   • A portfolio demonstrating strategic B2B content and industry insights<br/>Bonus Points<br/>   • Experience working with CX technologies such as CCaaS platforms, CRM systems, or AI-driven automation tools<br/>   • Familiarity with SEO, CMS platforms, and marketing analytics tools (e.g., Google Analytics, HubSpot)<br/>   • Prior experience collaborating with industry analysts or contributing to industry reports<br/>Why This Role Matters<br/>Content plays a critical role in how we educate the market, engage enterprise buyers, and differentiate our solutions. In this role, you’ll shape the voice of our brand while building a content program that drives both industry credibility and measurable business impact.<br/><br/><br/>Note: Please apply with your portfolio (or links to relevant work) included in your resume so we can review your experience.<br/><br/>IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.


ext_id: 15387
published: 2026-03-19 18:14:48+00:00
title: Director of Operations
location: Mesa, AZ, US
location_string: Mesa, Arizona, United States
application_url: https://jobs.dayforcehcm.com/en-CA/intouchcx/CANDIDATEPORTAL/jobs/15387
experience_level: EX
language: en
has_remote: False
salary_currency: USD
description:
About IntouchCX<br/>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.<br/><br/>To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs<br/><br/><br/>About the Job<br/><br/>Are you looking for an exciting new challenge? IntouchCX is looking for you!<br/><br/>As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.<br/><br/>We’re hiring a Director of Operations to be involved in all facets of the contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.<br/><br/>As Director of Operations, You Will…<br/><br/>   • Drive “best practices” in all areas of responsibility<br/>   • Ensure proper planning, staffing, training and development is achieved across all teams<br/>   • Be responsible for ramp-up drives and goals<br/>   • Create action plans for continuous growth and improvement, business development and client satisfaction<br/>   • Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service<br/>   • Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies &amp; processes<br/>   • Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture<br/>   • Motivate and inspire teams, while building trusting relationships throughout the organization<br/>   • Develop and execute motivational incentives on the floor<br/>   • Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations<br/>   • Maintain close auditing cadence through reporting, observations and personal contact<br/>   • Work directly with Operations Workforce Optimization teams to deliver client staffing requirements<br/><br/>As Director of Operations, You Have…<br/><br/>   • Post-secondary diploma or degree with a major in Business<br/>   • 7 - 9 years of experience in contact center leadership, including managing cross-functional teams<br/>   • 5 years of relevant experience in client relationship management<br/>   • Experience in analyzing/influencing profit &amp; loss statements and performing cost analysis<br/>   • Experience with maintaining and developing operational statistics, financial management information and results reporting<br/>   • Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments<br/>   • Excellent organizational and time management skills with the ability to work under tight deadlines<br/>   • The ability and motivation to meet program and internal business KPIs<br/>   • The ability to implement change and innovation throughout teams<br/><br/><br/>IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.<br/>Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.<br/><br/><br/> U.S Department of Labor Posters<br/><br/> Benefits of Working as a Director of Operations…<br/><br/>   • Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)<br/>   • Amazing career growth opportunities


