Workforce Management Specialist

MCI - Iowa City, IA3.9

Full-timeEstimated: $50,000 - $69,000 a year
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POSITION OVERVIEW
WORKFORCE MANAGEMENT SPECIALIST

Mass Markets is a rapidly growing, industry leading business process outsourcing, and software development organization. As a high growth organization with an entrepreneurial culture, we are committed to a high octane, fun, and collaborative work environment. As a member of the Mass Markets team, you will have a high degree of responsibility and autonomy giving you a singular opportunity to make a difference is the organizations shape, direction, and growth.

SCHEDULE
Mass Markets offers a variety of schedules. Discuss with hiring manager for further details.

POSITION RESPONSIBILITIES
WHAT DOES THE WORKFORCE MANAGEMENT SPECIALIST DO?

The Workforce Management Analyst is responsible for managing all WFM tasks, including: analyzing center and agent historical performance; generating and overseeing schedules and schedule adherence; preparing and distributing intraday operational and client reporting; monitoring WFM key performance indicator (KPI) metrics to ensure all goals are being met; managing dialing campaigns. Specific duties include:

Administration of WFM system
Track, analyze and report performance
Manage employee information changes
Manage scheduling process
Communicate with management and operations team to ensure compliance with client and company dialing standards
Modify call routing and campaign dialing to ensure calls are handled and dialed appropriately
Address associates as it pertains to occupancy
Subject to fill-in for other departments based on business needs
Perform other duties and assignments as directed

CANDIDATE QUALIFICATIONS
WONDER IF YOU ARE A GOOD FIT?

One year of collections or call center experience
Proficient in MS Office suite
Ability to effectively communicate with multiple levels of managements
Strong analytic skills
Self-motivated and dependable – must excel in a minimally managed position

COMPENSATION DETAILS
NEED AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At Mass Markets we believe that hard work should pay off, so we make sure that our compensation and rewards are exceptional. Our people are not just employees; they are our business, our most important resource! Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn generous paid time off as well as paid holiday’s and paid training opportunities.

Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include cash uploads to company issued Visa card, prizes such as computers, tablets, phones, TV’s, trips, tickets and even cars.

All employees are eligible for MEC medical plans after 30 days and group medical, dental and vision benefits after 90 days. Optional Roth IRA retirement accounts, Term Life Insurance and Whole Life Insurance plans are available to all employees each open enrollment period.

ABOUT US
ABOUT US

MASS MARKETS

Mass Markets, an MCI Company, is a world leader in advanced, tech-enabled B2B, B2C and H2H contact center telesales, customer care and digital services. With a culture built on customer experience, we are committed to excellent customer interactions that create value for our clients. Since 2003, Mass Markets has delivered innovative, high-impact, agile, scalable, and compliant business process outsourcing services with superior quality and performance. People-powered and tech-enabled, we SAVE, SELL and SERVICE across the customer life-cycle; we SOLVE complex people, process, and technology challenges.

Mass Markets is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. Mass Markets will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

ABOUT MCI

MCI is the Parent Company for the following businesses: Gravis Apps, Mass Markets, OnBrand24, and ValorIP. MCI acquires and operates companies that provide tech-enabled BPO CX services, software applications, and technology to mid-market & enterprise customers. MCI is a multi-faceted tech-enabled business services supplier with a synergetic product and services portfolio and an expert leadership team. Our focus is on the development and delivery of dynamic technology, human capital, and professional services.