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Job Description
- Req#: 48828
Employer Industry: Business Process Outsourcing (BPO)
Why consider this job opportunity:
- Competitive salary based on experience
- Participation in daily, weekly, and monthly contests with cash bonuses and prizes
- Comprehensive medical, dental, and vision coverage available after 90 days of employment
- Significant career advancement opportunities with a focus on internal promotions
- Paid time off and a casual dress code for a comfortable work environment
- Fun, engaging work culture that fosters collaboration
What to Expect (Job Responsibilities):
- Monitor real-time call volumes to ensure service levels are met
- Track agent availability and adjust schedules as needed 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, and Aspect
- Strong understanding of data analysis and performance metrics
- Excellent analytical and problem-solving skills
How to Stand Out (Preferred Qualifications):
- Experience in a call center or customer service environment
- Knowledge of forecasting, planning, and scheduling calls or work volumes
- Strong interpersonal skills to work collaboratively with team members
- Initiative to take ownership of tasks and work with minimal supervision
#BusinessProcessOutsourcing #WorkforceManagement #RemoteWork #CareerGrowth #CompetitiveBenefits
"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
MCI is a leading technology enabled customer management business process as a service company focused on delivering enhanced omnichannel experiences.
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