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Director of Workforce Management

Company: Mass Markets
Location: Melbourne
Posted on: August 5, 2022

Job Description:

POSITION OVERVIEW:

The Director of Workforce Management will be responsible for identifying solutions in the workforce to improve nimbleness and resiliency of our staff. Working with our Executive Management team to lead lowering of usage time levers, improve client and internal forecasting, as well as clarity of risk and opportunities to better manage our call centers.

Reporting directly to the Vice President of the company, this role will be responsible for managing our Workforce Management Specialists. The ideal candidate will posses a high level of time management, accuracy and discipline.

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POSITION RESPONSIBILITIES:

The Director of Workforce Management is responsible for the overall management of our Workforce Development team. This role is both an external and internal facing role responsible for the forecasting and reporting of staffing impacts that lead to missed SLA. The Director will develop policies that impact workforce positively and work with Operational staff to ensure communication of these polices and procedures are adhered to. This position will require analysis of real-time and historical contact center performance and identify opportunities to improve performance, identify and manage communication of real-time volume drives and outages that impact performance, and forecasting needs.

KEY RESPONSIBILITIES:

Managing, continuous improvement and delegating tasks to Workforce Management Specialists
Forecasting call volume demand and other contact demand volumes
Oversee and manage the collection, analysis, and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and long-term forecasting
Schedule Creation/Flexibility/Optimization
Trends real-time call arrival patterns and adjusts staffing needs across all locations accordingly
Head-count & Demand Forecasting and Planning (Future and real time)
Identify call routing anomalies using real-time monitoring applications
Pro-actively identifies and helps resolve call volume interruptions and system outages that impact contact center performance
Escalates contact center interruptions to appropriate Executive Leadership Staff in a quick timely fashion
Ensures that the Contact Center is aware of Legal Requirements and that work processes are adapted to meet those requirements
Trains team members, managers, and trainers on the use of work-force planning tools
Meet all KPI requirements
Other duties as assigned by Executive Staff
CANDIDATE QUALIFICATIONS:

REQUIRED QUALIFICATIONS:

Bachelor's or Associates degree in Computer Science, Statistics, Mathematics, Finance, General Business, Accounting or a related field
Minimum of 1-3 years Contact Center experience
Exceptionally organized and detail oriented
Ability to multi-task and meet competing demand
At least 3 years of scheduling experience preferred but not required
Leader and motivator
Background in Human Resources, Accounting, Finance, Engineering, Statistics or Analysis helpful
Proficiency with Microsoft Office Suite
Experience with implementing new software/applications helpful
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 BENEFITS

Medical, Dental, and Vision Coverage Options
Paid Time-Off
Regular Raises
Work-at-Home Opportunities
Advancement Opportunity
Fun, Engaging Work Environment
Casual Dress Code
Cash and Prize Contests

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 results
Must 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, .

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)..... click apply for full job details

Keywords: Mass Markets, Melbourne , Director of Workforce Management, Executive , Melbourne, Florida

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