• Job Description

  Req#: 48828
  Employer Industry: Business Process Outsourcing (BPO)
  
  Why consider this job opportunity:
  - Competitive compensation based on experience with various benefits and incentives
  - Opportunity for career growth and internal promotions within the organization
  - Engaging work environment that fosters collaboration and teamwork
  - Paid Time Off and comprehensive health benefits available after a short waiting period
  - Incentives and rewards programs that include cash bonuses and prizes
  - Casual dress code for comfort while working
  
  What to Expect (Job Responsibilities):
  - Monitor real-time call volumes to ensure service levels are met
  - Track agent availability and adjust schedules to manage call traffic efficiently
  - Analyze real-time data to identify trends and performance issues
  - Prepare and distribute real-time performance reports to management and stakeholders
  - Collaborate with team leaders and management to address operational issues
  
  What is Required (Qualifications):
  - Associate’s or Bachelor's degree in Business, Statistics, or a related field
  - 2-3 years of experience in real-time monitoring, report analysis, and workforce management within a call center environment
  - Proficiency in workforce management tools such as IEX, Beeline, CMS, Aspect, etc.
  - Strong understanding of data analysis and performance metrics
  - Excellent analytical and problem-solving skills
  
  How to Stand Out (Preferred Qualifications):
  - Experience in a customer service environment
  - Knowledge of forecasting, planning, and scheduling calls or work volumes
  - Strong interpersonal skills to work collaboratively with team members
  
  #BusinessProcessOutsourcing #WorkforceManagement #CareerGrowth #CompetitiveBenefits #TeamEnvironment
  
  "We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.
  We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer."

• About the company

  Mass Markets is a global leader in outsourced call center services across the entire customer account lifecycle. With both premise-based and work-at-home contact center outsourcing services, we offer flexibility, and contingency plans for our customers to provide additional vendor-based agent support for the front office, back office, Digital, inbound, and outbound contact center support.

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