At MFS, you will find a culture that supports you in doing what you do best. Our employees work together to reach better outcomes, favoring the strongest idea over the strongest individual. We put people first and demonstrate care and compassion for our community and each other. Because what we do matters – to us as valued professionals and to the millions of people and institutions who rely on us to help them build more secure and prosperous futures.

THE ROLE

Works with the Workforce Manager (WFM) to support the Communications Division by standardizing the process and tools by which the business areas determine their individual volume projections and staffing needs.  Monitors Service Level targets and staffing resources daily and makes real-time adjustments as needed.   Schedules all vacation and meeting time and makes all necessary shift adjustment for the Communications Divisions.  Monitors and tracks agent and call volume trends and works with WFM to produce daily, weekly and monthly reports for department heads.

WHAT YOU WILL DO

• Monitors staffing levels and service levels continuously throughout the day and makes real-time adjustments according to defined procedures to agent skills to shift resources between departments.
• Works with WFM Manager and department managers using Calabrio ONE and AWD data to coordinate department schedules/shifts for optimal Communications-wide daily scheduling.
• Aggregates vacation needs data and follows the appropriate, proportionate vacation allocations for each area (then administered locally).
• Aggregates all off-phone activity needs (training, meetings, etc.) and helps plan optimal scheduling for these activities between all areas.
• Produces daily, weekly, and monthly performance reports for each area of Communications.
• Monitors and analyzes statistical trends (AHT, ACD&Avail, Adherence, service levels, etc.) in each area and collaborates with WFM Manager to make responsible recommendations to Management.
• Monitors trends and identifies improvement opportunities to schedules/shifts.
• Supports the WFM Manager to build custom reports to be built in Cisco Unified Intelligence, Verint and Calabrio ONE for business units and Management.

WHAT WE ARE LOOKING FOR

• Bachelors degree or equivalent education and experience.
• 0-1+ years of call/contact center experience, preferably in the Mutual Fund industry to ensure understanding of the roles and functions in the Communications Division.
• 1-2+ years of Workforce planning or industry experience preferred.
• Strong leadership and organizational skills.
• Strong analytical and problem solving skills, high aptitude for new information and technology.
• Good communication skills, professional diplomacy; ability to utilize these skills under pressure.
• Expertise in contact center management systems (preferably Cisco Unified Intelligence) Verint and Calabrio ONE Workforce Management system.
• Strong working knowledge of Microsoft Excel, Microsoft Access and Crystal reporting preferred.

#LI-HD1

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At MFS, we are dedicated to building a diverse, inclusive and authentic workplace. If you are excited about this role but your past experience doesn't align perfectly, we encourage you to apply - you might be just the right candidate for this role or others.

What we offer:

• Generous time-off provided: including "Responsible time off" for many roles, paid company holidays when the US Stock Exchange is closed, plus paid volunteer time

• Family Focus: Up to 20 weeks of paid leave for new parents, back-up care program, dependent care flexible spending account, adoption assistance, generous caregiver leave

• Health and Welfare: Competitive medical, vision and dental plans, plus tax-free health savings accounts with company contributions

• Wellness Programs: Robust wellness webinars, employee assistance program with a focus on mental health, subsidized fitness benefit via Wellhub (formerly Gympass), where you can workout at gyms, studios and boutique fitness locations near you, join virtual personal training sessions and access a wide variety of well-being apps

• Life & Disability Benefits: Company-paid basic life insurance and short-term disability

• Financial Benefits: 401(k) savings plan, Defined Contribution plan- 15% of base salary invested into the Plan, competitive total compensation programs

Applicants must be currently authorized to work in the United States on a full-time basis. This position is not eligible for sponsorship.

MFS is a hybrid work environment (remote/onsite) unless otherwise stated in the job posting.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please contact MFS at 617-954-5000 or email talent_acquisition@mfs.com for assistance. 

MFS is an Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws. Employees and applicants of MFS will not be subject to harassment on the basis of their status. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited. Please see the Know Your Rights: Workplace Discrimination is Illegal document, linked for your reference.