Senior Workforce Analyst - Contact Center

DSI Systems Inc., an authorized AT&T Representative partner, has an immediate career opportunity for a motivated individual to fill one of our new roles as a Senior Workforce Analyst – Contact Center (RTA).

PLEASE NOTE: THIS IS A UNITED STATES BASED REMOTE POSITION: United States only

THE SHIFT FOR THIS ROLE IS 9:00AM–5:00PM CST, MONDAY–FRIDAY WITH POSSIBILITY OF SOME WEEKEND DAYS ON OCCASION

About DSI

DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners, through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.

We believe that relationships are the most important part of our business. Whether it's mobility, broadband, video, commercial, residential, Lodging & Institutions, Multi-Dwelling Units, or all; we are a one-stop solution to help sales partners uncover growth opportunities.

Responsibilities

· Monitor real-time volume, AHT, staffing requirements in a multi-skill contact center environment

· Perform administrative duties within our workforce management software tool to support BPO partners

· Forecast call volume, AHT and Shrinkage at a monthly, daily and interval level

· Creates a positive work environment that fosters successful team performance

· Use workforce management software and call volume history to help manage intraday staffing levels

· Determine the most effective methods for needed intraday staffing adjustments

· Provides intraday real-time data analysis and reporting of the call center staff related to attendance and schedule adherence

· Establish and maintain communication channels with contact center/BPO vendors to ensure scheduling and resource requirements are met

· Act as cross-functional single point of contact for workforce management with Leadership and Operations teams regarding system-related issues that impact production

Requirements

· 4+ years working in a contact center workforce management environment required

· 3+ years’ experience using NICE IEX workforce management software system required

· Prior experience forecasting call volume, AHT and shrinkage required

· Prior experience using scheduling functionality within a workforce management tool required

· Prior experience working with BPOs preferred

· Strong teamwork and collaboration skills

· Knowledge of contact centers and customer service operations

· Problem solving skills

· Incessant communication skills to keep vendors / operations / leadership updated on activities occurring in real time

Benefits

• Medical, Dental, Vision, Disability, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period!
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!