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Workforce Management Specialist

Workforce Management Specialist

ID 
2018-1780
Job Locations 
US-SD-Spearfish
Job Post Information* : Posted Date 
1/26/2018
Department 
Workforce Management & Planning
Type 
Full-Time
Schedule 
Variable
Min. Years Experience 
1
Wage Description 
Hourly
Bonus 
Monthly
Employee Stock Contract 
Yes, Eligible At 1 Year
Education 
None
Reports To 
Senior Vice President

MORE INFORMATION ABOUT THIS JOB

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

 

  • Competitive Pay
  • Employee Stock Contract
  • Opportunity for Advancement
  • Full Medical, Dental & Vision Benefits
  • Paid Time Off and Paid Holidays
  • IRA Options
  • Flexible Work Schedule
  • Work at Home Opportunity
  • Company Paid Cell Phone
  • Positive Team Environment
  • Great Office Environment
  • Life Insurance

 

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

Hourly rate plus monthly commission.

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

 

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