Workforce Development Jobs in Kansas (NOW HIRING)

LOCATIONWichita, KSPOSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. 

We are seeking a Workforce Management (WFM) Manager who will lead the development and execution of workforce strategy to ensure optimal staffing, accurate forecasting, and strong service level performance across the operation. This role is responsible for aligning workforce plans with business needs, improving operational efficiency, and ensuring teams are positioned to deliver consistent and reliable customer support.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Manages and provides ongoing support to Workforce Management Analysts, ensuring they have clear direction, accurate data, and the tools needed to execute forecasting, scheduling, and realtime management effectively.
• Ensures all workforce-related requirements, deliverables, and reporting deadlines are completed accurately and on time, maintaining alignment with operational needs and client expectations.
• Oversees the full forecasting cycle, including longterm, shortterm, and intraday projections, and uses data insights to guide resource planning, staffing models, and service level strategies.
• Leads capacity planning efforts by evaluating historical trends, future volume projections, shrinkage assumptions, and staffing constraints to ensure the organization is fully prepared to meet demand.
• Develops and maintains scheduling strategies that balance operational efficiency, employee experience, and service level objectives, ensuring coverage aligns seamlessly with forecasted workloads.
• Aligns staffing models with operational goals by collaborating with Operations, HR, and Finance to ensure headcount plans, hiring pipelines, and scheduling decisions support both productivity and service excellence.
• Drives continuous improvements in workforce planning processes by analyzing performance trends, identifying process gaps, introducing automation opportunities, and optimizing workflows for greater accuracy and efficiency.
• Partners with leadership to provide insights and recommendations on staffing risks, service level threats, and operational bottlenecks, enabling proactive decisionmaking across the business.
• Ensures workforce tools, platforms, and reporting dashboards are used effectively and updated as needed to support accurate forecasting and realtime visibility.
• Supports business continuity and contingency planning by preparing staffing scenarios, adjusting plans in response to unexpected volume changes, and coordinating mitigation strategies with cross-functional teams.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• 3+ years of Workforce Management experience in a complex contact center environment, demonstrating the ability to support high-volume operations, multi-skill queues, and dynamic staffing needs.
• Strong expertise in forecasting, capacity planning, and scheduling, with proven ability to build accurate models, interpret historical trends, and adjust staffing plans in response to changing volumes or business conditions.
• Leadership experience managing WFM teams, including coaching analysts, delegating responsibilities, and ensuring high performance across forecasting, scheduling, and real-time management functions.
• Advanced analytical and reporting capabilities, with the ability to work with large datasets, identify performance trends, create actionable insights, and present data in a clear, operationally relevant manner.
• Ability to translate workforce data into operational strategy, partnering with cross-functional teams to influence decision-making, staffing plans, budget discussions, and service-level improvement initiatives.
• Handson experience with real-time operations and servicelevel recovery plans, including managing intraday adjustments, responding to unexpected volume spikes, and coordinating mitigation efforts with operations leadership.
• Strong communication, stakeholder management, and problem-solving skills, with the ability to influence without authority and collaborate across departments.
• High proficiency in WFM tools, Excel/Google Sheets, and reporting platforms, enabling accurate forecasting, schedule creation, and performance monitoring.
• Deep understanding of contact center KPIs, such as SL, AHT, shrinkage, occupancy, interval alignment, and schedule adherence, and how they contribute to overall operational success.

Nice to Have

• Certifications or advanced proficiency in major workforce management platforms.
• Experience supporting multi-site, multi-language, or global operations, with exposure to varied staffing models, regional labor considerations, or timezone-based complexities.
• Background in financial modeling, budget forecasting, or scenario planning, supporting long-term operational strategies, hiring plans, and cost optimization initiatives.
• Experience implementing new WFM systems, automation tools, or reporting dashboards, contributing to the modernization and scalability of workforce planning functions.
• Familiarity with AI-assisted forecasting, machine learning models, or advanced analytics, helping drive innovation in WFM processes.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. 

We are seeking a Workforce Management (WFM) Manager who will lead the development and execution of workforce strategy to ensure optimal staffing, accurate forecasting, and strong service level performance across the operation. This role is responsible for aligning workforce plans with business needs, improving operational efficiency, and ensuring teams are positioned to deliver consistent and reliable customer support.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Manages and provides ongoing support to Workforce Management Analysts, ensuring they have clear direction, accurate data, and the tools needed to execute forecasting, scheduling, and realtime management effectively.
• Ensures all workforce-related requirements, deliverables, and reporting deadlines are completed accurately and on time, maintaining alignment with operational needs and client expectations.
• Oversees the full forecasting cycle, including longterm, shortterm, and intraday projections, and uses data insights to guide resource planning, staffing models, and service level strategies.
• Leads capacity planning efforts by evaluating historical trends, future volume projections, shrinkage assumptions, and staffing constraints to ensure the organization is fully prepared to meet demand.
• Develops and maintains scheduling strategies that balance operational efficiency, employee experience, and service level objectives, ensuring coverage aligns seamlessly with forecasted workloads.
• Aligns staffing models with operational goals by collaborating with Operations, HR, and Finance to ensure headcount plans, hiring pipelines, and scheduling decisions support both productivity and service excellence.
• Drives continuous improvements in workforce planning processes by analyzing performance trends, identifying process gaps, introducing automation opportunities, and optimizing workflows for greater accuracy and efficiency.
• Partners with leadership to provide insights and recommendations on staffing risks, service level threats, and operational bottlenecks, enabling proactive decisionmaking across the business.
• Ensures workforce tools, platforms, and reporting dashboards are used effectively and updated as needed to support accurate forecasting and realtime visibility.
• Supports business continuity and contingency planning by preparing staffing scenarios, adjusting plans in response to unexpected volume changes, and coordinating mitigation strategies with cross-functional teams.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• 3+ years of Workforce Management experience in a complex contact center environment, demonstrating the ability to support high-volume operations, multi-skill queues, and dynamic staffing needs.
• Strong expertise in forecasting, capacity planning, and scheduling, with proven ability to build accurate models, interpret historical trends, and adjust staffing plans in response to changing volumes or business conditions.
• Leadership experience managing WFM teams, including coaching analysts, delegating responsibilities, and ensuring high performance across forecasting, scheduling, and real-time management functions.
• Advanced analytical and reporting capabilities, with the ability to work with large datasets, identify performance trends, create actionable insights, and present data in a clear, operationally relevant manner.
• Ability to translate workforce data into operational strategy, partnering with cross-functional teams to influence decision-making, staffing plans, budget discussions, and service-level improvement initiatives.
• Handson experience with real-time operations and servicelevel recovery plans, including managing intraday adjustments, responding to unexpected volume spikes, and coordinating mitigation efforts with operations leadership.
• Strong communication, stakeholder management, and problem-solving skills, with the ability to influence without authority and collaborate across departments.
• High proficiency in WFM tools, Excel/Google Sheets, and reporting platforms, enabling accurate forecasting, schedule creation, and performance monitoring.
• Deep understanding of contact center KPIs, such as SL, AHT, shrinkage, occupancy, interval alignment, and schedule adherence, and how they contribute to overall operational success.

Nice to Have

• Certifications or advanced proficiency in major workforce management platforms.
• Experience supporting multi-site, multi-language, or global operations, with ex...