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Work Force Manager- Cherry Hill

Company: MRS Associates
Location: Cherry Hill
Posted on: November 13, 2022

Job Description:

Work with MRS Senior Management and Clients to develop proper staffing and dialing campaigns, ensuring proper portfolio penetration for one (1) or more clients as determined by Senior Management.The position directly reports to the department Director or VP. Required to work with senior and middle management to ensure goals are established, aligned, and executedQUALIFICATIONSHigh school education or equivalentRelated work experience in sales, customer service, or collections is preferred.Satisfactorily completing MRS BPO, LLC's training period.Proficient in computer/data entry.(2-5) Years of management experience is preferred.DUTIES AND RESPONSIBILITIES OF THE JOBManages various Workforce Management activities of scheduling, capacity planning, monitoring queues and volumes, inbound and outbound service levels, and off the phone activitiesAnalyze key performance indicators to identify opportunities to improve service level and costDevelop recommendations and articulate strategies to stakeholdersProactively identify hurdles to achieve goalsDevelop action plans to mitigate the impact and escalate as neededPlanning and Organizing - Plan and organize work, coordinate with others, and establish appropriate priorities in the best interest of MRS and our customersAssist with the scheduling of shifts, and number of hours as it relates to client hours forecastCHARACTERISTICS REQUIRED OF THE JOBThe ability to motivate team members to achieve "individual" Recovery Agent goals.Possess superior interpersonal and communication skills with the ability to negotiate.Determine and maintain effective relationships by exercising a high degree of professionalism.Ability to meet time-sensitive recovery goals established by the client.Regular, consistent, and punctual attendanceMust be able to work nights and weekends, variable schedule(s) as necessary.Maintain strong working relationships with management and coworkers.Consistent exercise of independent judgment and discretion in matters of significanceIND1

Keywords: MRS Associates, Cherry Hill , Work Force Manager- Cherry Hill, Executive , Cherry Hill, New Jersey

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