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. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We are seeking a seasoned Workforce Management (WFM) Manager to oversee forecasting, capacity planning, scheduling, and real‑time operations across multiple client programs, including Chipotle, True Religion Jeans, and JL Beauty. This role demands strong analytical acumen, leadership, and cross‑functional collaboration to ensure operational efficiency and consistent achievement of service level goals.

Position Responsibilities

Forecasting & Capacity Planning

• Develop short‑and long‑term forecasts (daily, weekly, monthly) for assigned client programs.
• Create headcou...