Workforce Management Specialist
Company: MassMarkets
Location: Melbourne
Posted on: June 19, 2022
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Job Description:
POSITION OVERVIEW
WORKFORCE MANAGEMENT SPECIALISTWe are 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 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.
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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 systemTrack, analyze
and report performanceManage employee information changesManage
scheduling processCommunicate with management and operations team
to ensure compliance with client and company dialing
standardsModify call routing and campaign dialing to ensure calls
are handled and dialed appropriatelyAddress associates as it
pertains to occupancySubject to fill-in -for other departments
based on business needsPerform other duties and assignments as
directed
CANDIDATE QUALIFICATIONS
WONDER IF YOU ARE A GOOD FIT?One year of collections or call center
experienceProficient in MS Office suiteAbility to effectively
communicate with multiple levels of managementsStrong analytic
skillsSelf-motivated and dependable - must excel in a minimally
managed position
COMPENSATION DETAILS
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?We believe that hard
work should pay off, so we make sure that our compensation and
total rewards are competitive. - - Standard starting compensation
is commensurate with experience. - Regular reviews and raises are
awarded based on tenure and performance, so our employees make more
each year.Employees earn paid time off as well as paid holidays and
paid training opportunities. -Regular daily, weekly and monthly
incentives are part of the overall compensation our team members
enjoy and include monetary incentive and prizes such as computers,
tablets, phones, TV's, trips, tickets, and even cars. - -In
addition to our standard group benefits offering for full-time
employees following 90-days of employment, all employees are
eligible to opt for our MEC medical plan after only 30-days of
employment. - Benefits options and plans vary slightly by location.
- -JUST A FEW OF THE BENEFITSMedical, Dental, and Vision Coverage
OptionsPaid Time-OffRegular RaisesWork-at-Home
OpportunitiesAdvancement OpportunityFun, Engaging Work
EnvironmentCasual Dress CodeCash and Prize Contests
SCHEDULE
NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?We can offer a wide range
of scheduling options for qualified candidates. - There are
multiple shifts and weekly work variations available to our team
members. - Please ask a Talent Acquisition Specialist about the
different types of creative scheduling options that are available
at your location. - Whether you are a busy parent, student, or just
want control of your work-life balance, flexible, customized
scheduling is one of the perks of working at our organization.
PHYSICAL REQUIREMENTS
This job operates in a professional office environment. While
performing the duties of this job, the employee will be largely
sedentary and will be required to sit/stand for long periods while
using a computer and telephone headset. The employee will be
regularly required to operate a computer and other office
equipment, including a phone, copier, and printer. The employee may
occasionally be required to move about the office to accomplish
tasks; reach in any direction; raise or lower objects, move objects
from place to place, hold onto objects, and move or exert force up
to forty (40) pounds.
CONDITIONS OF EMPLOYMENT
Must be authorized to work in their country of residence (The
United States or Canada)Must be willing to submit up to a LEVEL II
background and/or security investigation with a fingerprint. -Job
offers are contingent on background/security investigation
resultsMust be willing to submit to drug screening. - Job offers
are contingent on drug screening results.
REGARDING COVID-19
As an employer supporting critical Federal, State, Provincial, and
Commercial clients, we have taken steps to ensure that we remain
operational while taking every precaution possible to prevent the
spread of COVID-19 and keep our employees safe.Measures include
social distancing for those working on-site, frequent deep cleaning
and disinfecting of workstations and common areas, daily
contactless temperature checks for those essential employees
working on-site, travel policies limiting travel and mandatory
quarantine, reporting and quarantine processes and policies for
those exposed, and requesting masks to be worn when on-site
employees are not at their workstation.For more information on
MCI's response to COVID-19 please visit - .
REASONABLE ACCOMMODATION
Consistent with the Americans with Disabilities Act (ADA) it is the
policy of MCI and affiliates to provide reasonable accommodation
when requested by a qualified applicant or employee with a
disability unless such accommodation would cause undue hardship.
The policy regarding requests for reasonable accommodation applies
to all aspects of employment. If reasonable accommodation is
needed, please contact Kate Murph, Vice President of Human
Resources, kate.murph@mci.world.
EQUAL OPPORTUNITY EMPLOYER
At MCI and its subsidiaries, we embrace differences and believe
diversity is a benefit to our employees, our company, our
customers, and our community. -All aspects of employment at MCI are
based solely on a person's merit and qualifications. - MCI
maintains a work environment free from discrimination, one where
employees are treated with dignity and respect. All employees share
in the responsibility for fulfilling MCI's commitment to a diverse
and equal opportunity work environment.MCI does not discriminate
against any employee or applicant on the basis of age, ancestry,
color, family or medical care leave, gender identity or expression,
genetic information, marital status, medical condition, national
origin, physical or mental disability, political affiliation,
protected veteran status, race, religion, sex (including
pregnancy), sexual orientation, or any other characteristic
protected by applicable laws, regulations, and ordinances. - -MCI
will consider for employment qualified applicants with criminal
histories in a manner consistent with local and federal
requirements.MCI will not tolerate discrimination or harassment
based on any of these characteristics. - -We adhere to these
principles in all aspects of employment, including recruitment,
hiring, training, compensation, promotion, -benefits, social and
recreational programs, and -discipline. In addition, it is the
policy of MCI to provide reasonable accommodation to qualified
employees who have protected disabilities to the extent required by
applicable laws, regulations, and ordinances where an employee
works.
ABOUT MCI (PARENT COMPANY)
MCI helps customers take on their CX and DX challenges differently,
creating industry-leading solutions that deliver exceptional
experiences and drive optimal performance. MCI assists companies
with business process outsourcing, staff augmentation, contact
center customer services, and IT Services needs by providing
general and specialized hosting, software, staff, and services.In
2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as
Iowa's Fastest Growing Company in the State of Iowa and was named
the 452nd Fastest Growing Privately Company in the USA, making the
coveted top 500 for the first time. MCI's subsidiaries had
previously made Inc. Magazine's List of Fastest-Growing Companies
15 times respectively. MCI has fifteen business process outsourcing
service delivery facilities in Iowa, Georgia, Florida, Texas,
Massachusetts, New Hampshire, South Dakota, New Mexico, California,
Kansas, and Nova Scotia. - Driving modernization through
digitalization, MCI ensures clients do more for less. MCI is the
holding company for a diverse lineup of tech-enabled business
services operating companies. MCI organically grows, acquires, and
operates companies that have a synergistic products and services
portfolios, including but not limited to Automated Contact Center
Solutions (ACCS), customer contact management, IT Services (IT
Schedule 70), and Temporary and Administrative Professional
Staffing (TAPS Schedule 736), Business Process Management (BPM),
Business Process Outsourcing (BPO), Claims Processing, Collections,
Customer Experience Provider (CXP), Customer Service, Digital
Experience Provider (DXP), Account Receivables Management (ARM),
Application Software Development, Managed Services, and Technology
Services, to mid-market, Federal & enterprise partners. MCI now
employs 10,000+ talented individuals with 150+ diverse North
American client partners across the following MCI brands:
GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney
Call Center, OnBrand24, and Valor Intelligent Processing (VIP).
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The purpose of the above job description is to provide potential
candidates with a general overview of the role. It's not an
all-inclusive list of the duties, responsibilities, skills, and
qualifications required for the job. - You may be asked by your
supervisors or managers to perform other duties. You will be
evaluated in part based upon your performance of the tasks listed
in this job description.The employer has the right to revise this
job description at any time. This job description is not a contract
for employment, and either you or the employer may terminate
employment at any time, for any reason.
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-Job SummaryID: 2022-20026Updated Date: 5/25/2022Department:
Workforce Management & Planning PositionsSchedule: VariableBonus:
YesWage Description: CommensurateEducation: NoneMin. Years
Experience: 1Company/Brand: Mass MarketsLocation : Location:
US-FL-MelbourneCareer Level: Mid-LevelEmployment Type:
Full-TimeReports To: Senior Vice President
Keywords: MassMarkets, Melbourne , Workforce Management Specialist, Executive , Melbourne, Florida
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