• Workforce Management Specialist

    Job Locations US-SD-Spearfish
    ID
    2018-1780
    Updated Date
    3/2/2018
    Department
    Workforce Management & Planning
    Type
    Full-Time
    Schedule
    Variable
    Wage Description
    Hourly
    Bonus
    Monthly
    Education
    None
    Min. Years Experience
    1
  • POSITION OVERVIEW

     

    RAISE THE BAR

    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.

     

    Business Team 1 - Small

     

     

     

     

     

     

     

     

    WORKING AT MASS MARKETS

    At Mass Markets’ we believe our culture is critical to our success as we continue to grow.  It goes beyond recruiting and is bigger than any one person.  People and culture are our competitive advantage and our reason for coming to work each day.  We believe that we best serve our customers and our stakeholders by ensuring that our team is happy, high energy, innovative and driven.  It may be a desk job, but it is far from boring (NOT BORING DESK JOB).  Internally as a team and with our customers and partners, we strive to deliver an exceptional experience.  We are not an ordinary company; we don’t want our people to be ordinary, and that means providing a unique and fun environment, competitive compensation and treating people right.  In everything we do and in the high impact results we deliver, we strive for EXCEPTIONAL. 

     

    Following a short and fun, best in class inside service, sales, and product training, you will jump right into earning bonus, winning contests and having and a great time delivering exceptional as part of our high-performance team.  This a rare opportunity to share in the vision and success of a growing company.  A job that will keep you engaged, smiling and earning more money every year. 

     

    HOW DO YOU KNOW IF THIS POSITION IS RIGHT FOR YOU?  

    • You love talking; people even say you should get paid for talking (perfect fit!)
    • You thrive in exciting environments and enjoy a challenge
    • You enjoy earning a bonus when you do a good job
    • You enjoy talking to people and learning new things
    • You believe personality is important in a persona and in a job

    POSITION RESPONSIBILITIES

    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

    • 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

     

    ABOUT US

     

    As an Anything-as-a-Service pioneer, Mass Markets offers comprehensive XaaS solutions for our customers. Beyond traditional customer service, inside sales, telemarketing, and tech support services, Mass Markets provides Managed Services Platform Products (MSPP) specializing in cloud technology, telephony software, and integration on-demand, as well as Multiple Contact Center Software Platform-as-a-Service (PaaS) options. 

     

    On October 1st, 2015, TMone’s original founder Anthony Marlowe bought back 100% of TMone, LLC from Enhanced Resource Centers (ERC) and re-branded it Mass Markets to reflect the XaaS vision of the company. Mr. Marlowe started on the phones as a telesales agent for a major Fortune 500 telecommunications company, and turned it into a colorful career. Mass Markets’ holding company is Marlowe Companies Inc. (MCI, LC), which is a wholly owned Iowa City Capital Partners, LC company. Mass Markets is redefining how cloud-based technology and business process outsourcing meet.

     

    Specifically, Mass Markets is a unique provider of Anything-as-a-Service (XaaS) solutions, and an aggressive mid-market Business Process Outsourcing (BPO) firm with the technological capabilities of the "big box aka Global BPO's". Our clients benefit from direct interaction with highly tenured and experienced industry veterans that have successfully serviced a number of the fortune 500 companies. Our sophisticated, innovative, and Managed Service Platform Products (MSPP) solutions are levered to translate client's requirements into operational excellence. Our USA-based facilities and robust information technology capabilities integrate seamlessly with B2B and B2C customer life cycles. We are sales and service experts that thrive on being the top performer for our clients.

     

    Front and back office BPO resource groups all come with battle-tested leadership experience that is unmatched across the highly competitive landscape we operate within. Mass Markets' BPO customers utilize our Infrastructure and Big Database-as-a-Service (BDBaaS) at no additional cost. Mass Markets also uniquely offers Education Software-as-a-Service (ESaaS) models including role-play and immersive simulation training solutions for each engagement where appropriate. Mass Markets enables our clients to tailor different expense models to their exact needs. These include subscription-based, usage-based, per hour, per contact, and market determined pricing for communication services, Platform-as-a-Service (PaaS), and Software-as-a-Service (SaaS) offerings.

     

    Mass Markets operates exclusively in the USA to provide clients with comprehensive security measures, quality control, and extensive experience.

     

    Overall, Mass Markets excels at customizing scalable solutions to meet our client's strategic objectives through the development of long term partnerships.

    COMPENSATION DETAILS

    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

     

    As a 15-year old organization and Anything-as-a-Service pioneer, Mass Markets offers comprehensive XaaS solutions for our customers. Beyond traditional customer service, inside sales, telemarketing, and tech support services, Mass Markets provides Managed Services Platform Products (MSPP) specializing in cloud technology, telephony software, and integration on-demand, as well as Multiple Contact Center Software Platform-as-a-Service (PaaS) options. 

     

    Mass Markets operates exclusively in the USA to provide clients with comprehensive security measures, quality control, and extensive experience.

     

    For more information visit www.massmarkets.com

     

    MassMarkets_Spelled_PNG_Pantone_CMYK - 800x200

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Need help finding the right job?

    We can recommend jobs specifically for you! Click here to get started.