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2014 Labor Characteristics Report: Call Centers
- 1. LABOR CHARACTERISTICS CALL CENTER GREATER BURLINGTON LABORSHED AREA Concentration of those with transferable experience/skills by place of residence § ¦ ¨ IOWA POWESHIEK § ¦ ¨ 88 80 Area Shown CEDAR SCOTT £ ¤ JOHNSON Legend _ ^ 6 WHITESIDE Burlington & West Burlington Mississippi River Interstates MUSCATINE § ¦ ¨ Muscatine BUREAU 4 Lane Highways 80 ROCK ISLAND U.S. Highways Ainsworth HENRY State Highways WASHINGTON KEOKUK Illinois County Iowa County £ ¤ 218 LOUISA Missouri County MERCER § ¦ ¨ £ ¤ 74 61 £ ¤ WAPELLO JEFFERSON Little York Mediapolis Fairfield 34 STARK Mount Pleasant HENRY Galesburg Sperry KNOX New London DES MOINES Danville Burlington __ ^^ West Burlington WARREN Biggsville HENDERSON PEORIA Middletown VAN BUREN DAVIS Carman Saint Paul West Point Denmark Fort Madison LEE Wever £ ¤ 67 Donnellson Blandinsville TAZEWELL SCOTLAND £ ¤ FULTON MCDONOUGH 136 Macomb Keokuk CLARK HANCOCK Carthage Laborshed Concentration by Place of Residence (per ZIP Code) Low MASON Moderate ADAIR KNOX SCHUYLER LEWIS 10 Mile Intervals Between Rings High ADAMS MENARD Workers who have transferable experience/skills in the industry are currently commuting an average of 10 miles one way for work. Those who are willing to change/accept employment are willing to commute an average of 27 miles one way for the right employment opportunity. For More Information Regarding the Greater Burlington Laborshed, contact: Greater Burlington Partnership 610 N. 4th St., Suite 200 Burlington, IA 52601 Phone: 319.752.6365 Fax: 319.752.6454 Email: dtoyer@greaterburlington.com www.greaterburlington.com
- 2. LABOR CHARACTERISTICS Estimated Potential Available Labor Per Occupational Category: Business Operations: Managers - 2,154 Supervisors - 1,244 Business Operations Specialists - 620 Communications Equipment Operators - 300 Computer User Support Specialists - 302 Customer Service Reps - 2,169 Employment, Recruitment & Placement Specialists - 624 Human Resources Assistants - 304 Office Clerks - 305 Office & Administrative Support Workers, All Other - 621 Secretaries - 2,478 Sales: Managers - 1,248 Supervisors - 1,550 Insurance Sales Agents - 930 Sales Reps - 628 Sales & Related Workers, All Other - 3,704 Salespersons - 926 CALL CENTER Employment Status: % Willing to Change/Accept Employment 80.0% 80% 60% 40% 27.7% 20% 3.1% 7.7% Unemployed Voluntarily Not Employed/ Not Retired 9.2% 0% Employed Retired Educational Level: (71.8% Have an education beyond high school) An estimated total of 20,107 people in the Laborshed area Associate Degree, 14.1% Undergraduate Degree, 28.1% Vocational Training, 1.6% Trade Certified, 3.1% Current Benefits: Degree/ Certification Not Received, 18.6% Postgraduate Degree, 6.3% Health/Medical Insurance, 88.4% Pension/Retirement/ 401K, 74.4% Paid Vacation, 72.1% Dental Coverage, 58.1% Paid Holidays, 53.5% Paid Sick Leave, 53.5% Workplace Flexibility: Additional Facts: 57.1% paid an hourly wage 63.1% are/were employed full-time Job teams - 77.8% 27.7% are/were employed part-time Cross-training - 72.2% 7.7% are/were self-employed Job sharing - 44.4% 15.4% hold two or more jobs Varied shifts - 44.4% Currently working an average of 40 Seasonal work - 38.9% hours/week Temporary work - 33.3% (by percent of interest) Life Insurance, 51.2% Disability Insurance, 46.5% Prescription Drug Coverage, 44.2% Vision Coverage, 44.2% Information compiled by Iowa Workforce Development using Laborshed data released 2014. Desired Benefits: Health/Medical Insurance, 88.2% Pension/Retirement/ 401K, 70.6% Vision Coverage, 64.7% Paid Vacation, 58.8% Dental Coverage, 52.9% Paid Holidays, 47.1% Paid Sick Leave, 47.1% Prescription Drug Coverage, 47.1% Disability Insurance, 41.2% Life Insurance, 29.4% Underemployment: Total Underemployment - 7.7% Low hours - 3.1% Mismatch of skills - 6.2% Low income - 0.0% IWD only counts individuals once when estimating Total Underemployment. Top Advertising Media: (for those seeking employment opportunities by use) Internet - 71.9% www.monster.com www.iowajobs.org Local/Regional Newspapers - 45.6% The Hawkeye - Burlington The Des Moines Register Quad City Times Networking through friends, family or acquaintances - 24.6% IowaWORKS Centers - 19.3%
- 3. LABOR CHARACTERISTICS 34.77 19.10 13.57 23.93 20.66 18.87 18.06 14.92 13.15 12.49 21.78 17.87 42.92 27.73 20.07 16.76 15.81 16.66 15.22 25.47 11.99 14.34 21.08 40.07 27.61 16.57 15.64 13.08 16.86 16.53 11.47 11.91 14.73 40.23 38.43 26.72 $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ e ag W n ia ed M ed nc rie pe e Ex a g W e ag $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ W 11-3011 41-3011 43-3011 13-1199 15-1199 43-9011 15-1151 43-4041 43-4051 43-9021 43-4061 43-6011 11-3031 41-1012 43-1011 41-1011 43-4161 43-4199 43-9041 41-3021 43-4111 43-4131 13-1161 11-2021 15-1142 43-4141 43-9199 43-9061 43-9071 41-2022 43-4171 41-2031 41-9099 41-9031 11-2022 41-3099 try Administrative Services Managers Advertising Sales Agents Bill and Account Collectors Business Operations Specialists, All Other Computer Occupations, All Other Computer Operators Computer User Support Specialists Credit Authorizers, Checkers, and Clerks Customer Service Representatives Data Entry Keyers Eligibility Interviewers, Government Programs Executive Secretaries and Executive Administrative Assistants Financial Managers First-Line Supervisors of Non-Retail Sales Workers First-Line Supervisors of Office and Administrative Support Workers First-Line Supervisors of Retail Sales Workers Human Resources Assistants, Except Payroll and Timekeeping Information and Record Clerks, All Other Insurance Claims and Policy Processing Clerks Insurance Sales Agents Interviewers, Except Eligibility and Loan Loan Interviewers and Clerks Market Research Analysts and Marketing Specialists Marketing Managers Network and Computer Systems Administrators New Accounts Clerks Office and Administrative Support Workers, All Other Office Clerks, General Office Machine Operators, Except Computer Parts Salespersons Receptionists and Information Clerks Retail Salespersons Sales and Related Workers, All Other Sales Engineers Sales Managers Sales Representatives, Services, All Other Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products Sales Representatives, Wholesale and Manufacturing, Technical and Scientific Products Secretaries and Administrative Assistants, Except Legal, Medical, and Executive Securities, Commodities, and Financial Services Sales Agents Switchboard Operators, Including Answering Service Telemarketers Training and Development Specialists En e ag W n ea M l na io at up cc e O od C Occupation CALL CENTER 19.21 10.26 11.03 13.66 12.01 13.82 12.29 11.04 8.39 9.74 15.08 11.70 16.74 16.35 12.47 11.34 10.28 12.94 13.14 13.23 10.41 10.77 13.74 18.81 19.47 13.93 9.50 9.40 12.38 10.63 9.26 8.36 9.17 28.18 21.83 11.84 $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ 42.56 23.52 14.83 29.06 24.98 21.40 20.94 16.86 15.53 13.86 25.12 20.95 56.01 33.41 23.87 19.48 18.58 18.51 16.26 31.59 12.79 16.13 24.74 50.70 31.67 17.90 18.71 14.92 19.10 19.47 12.57 13.68 17.51 46.25 46.72 34.16 $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ 29.64 16.09 13.23 22.98 15.89 19.84 17.16 13.53 12.10 11.60 23.24 17.41 35.63 24.71 18.29 15.57 14.84 15.58 14.55 19.55 12.08 13.88 19.51 40.51 26.40 16.51 14.27 12.55 14.75 16.56 11.17 10.32 12.30 38.64 35.84 20.82 41-4012 $ 25.75 $ 14.15 $ 31.55 $ 22.40 41-4011 43-6014 41-3031 43-2011 41-9041 13-1151 $ $ $ $ $ $ 26.68 13.47 31.09 11.42 11.86 21.36 15.11 9.57 13.20 9.83 8.30 13.37 32.47 15.42 40.04 12.22 13.64 25.35 21.67 13.20 21.55 11.02 11.05 20.83 $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ The 2013 Iowa Wage data for the Greater Burlington Laborshed area was produced by the Labor Force & Occupational Analysis Bureau to provide communities local information on wages by occupation. The source of the wage and employment data is based on the May 2012 OES estimates. Additional occupational wage and employment data can be found at http://iwin.iwd.state.ia.us/iowa/OlmisZine.