• Workforce Management Specialist

    Job Locations US-SD-Spearfish
    ID
    2018-1780
    Updated Date
    10/19/2018
    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.

     

    SCHEDULE

    This is a full-time, salaried position. 

    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

     

    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

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