Reporting Line

• This position reports to the QHSEE Team Leader

Primary Responsibilities    

• Assists the QHSEE Team Leader in the securing of government licenses and permits of the various OGC operations, coordinating in the Division’s training programs and updating of learning and development records of OGC members. Acts as a Deputy Quality Manager, in the absence of the QHSEE Team Leader. Also acts as Deputy Document Controller.

Specific Responsibilities   

• Prepare training materials and facilitates training, if necessary
• Reserve resources needed for the training such as conference room, projector, trainer, etc.
• Facilitate the corporate trainings of newly hired NR-OGC employees on the following topics: ISO 17020/ISO 17025/9001 Awareness Training, Employee Induction, Basic Safety, Crystal, etc.
• Assist the Document Controller in ensuring that documented information:

• are created, reviewed and updated as necessary.
• external documents are distributed accordingly and obsolete copies are timely retrieved
• ensuring that SharePoint Repository and other monitoring reports are kept updated

• Assists the Quality Manager in ensuring the compliance of NR- OGC division thru the following:

• Coordinate with site/lab heads and/ or pollution control officers in securing the requirements for application/ renewal of license/ permit as well as preparation of reports as necessary
• Monitor license/ permit validity and ensure renewal within the lead-time period
• Monitor reports and requirements and ensure submission before deadline
• Act as site Pollution Officer, if necessary

• Consolidate, monitor, update and report Division’s Key performance Indicator, Safety Reports, Customer -related performance report and Training Tracker and ensure timely submission.
• Conduct trainings, audits, inspections, and other QHSEE-related tasks.
• Participates in incident investigations involving personnel within the function line by doing root cause analysis and or other related quality methodologies.

• Performs other related duties as may be assigned to achieve respective section’s goals or for own personal, or professional training, education or development as programmed by the immediate supervisor.
• Complies with the Quality, Health and Safety, Environment and Energy (QHSEE) policies and supporting objectives including, but not limited to:

• Demonstrates strong obligation to SGS QHSEE policies, procedures and work instructions by actively participating in             meetings, projects and events, completes required training, intervenes in unsafe situations, refuses unsafe work, and complies fully with all applicable laws and regulations related to HSEE
• Perform appropriately and immediately to emergency situations and assists other staff members in maintaining readiness to respond to emergencies within the workplace
• Disposes or directs the disposal of waste generated as a part of daily work performed in a safe manner and in compliance with the disposal regulations and requirements, and in accordance with SGS Environmental Management System requirements
• Reports all incidents, including near misses and hazards, that may affect the achievement of QHSEE objectives in accordance with SGS Incident Reporting and Management requirements
• Efficiently uses all equipment, including safety equipment, and company owned property in the manner intended and reports any damaged / lost equipment to immediate superior
• Maintains a safe and tidy worksite according to the organization’s 5S program and guidelines
• Maintains awareness of the safety and health related hazards and environmental aspects and proposes action plans to control the risks to immediate superior or QHSEE Coordinators
• Actively participates in incident investigations and risk assessments as deemed necessary by SGS management
• Fulfills the requirements needed in the success of the QHSEE Management System
• Recognizes the potential consequences of not following the established policies, procedures, and guidelines, including not fulfilling the organization’s compliance obligations

About IntouchCX 

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About the Job

Are you looking for an exciting new challenge? IntouchCX is looking for you!

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.

We’re searching for a Real Time Analyst Supervisor to lead our RTA Team as they monitor and make changes to positively affect the performance of our Customer Service Representatives. We’re looking for someone with a good understanding of contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.

As Real Time Analyst Supervisor, You Will…

• Communicate data in a clear, concise manner to the RTA Team and Operations
• Evaluate large amounts of data
• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
• Motivate the RTA team through relationship building and real-time coaching
• Develop solutions, strategies and action plans to improve business performance and client-partner success
• Use critical thinking to investigate and develop solutions to address ad hoc issues

As Real Time Analyst Supervisor, You Have…

• High school diploma or equivalent (required)
• Some post-secondary or completion of post-secondary schooling (preferred)
• 1-2 years experience in the contact center and/or customer service industry
• Minimum 1 year of experience in a supervisory role
• Advanced knowledge of MS Word and MS Excel
• The ability to use spreadsheet applications to maintain and develop operational reporting
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• Adaptability to learn a variety of software programs
• Strong analytical and problem solving skills

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

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