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 onlyTHE SHIFT FOR THIS ROLE IS 9:00AM–5:00PM CST, MONDAY–FRIDAY WITH POSSIBILITY OF SOME WEEKEND DAYS ON OCCASIONAbout 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 environmentPerform administrative duties within our workforce management software tool to support BPO partnersForecast call volume, AHT and Shrinkage at a monthly, daily and interval levelCreates a positive work environment that fosters successful team performanceUse workforce management software and call volume history to help manage intraday staffing levelsDetermine the most effective methods for needed intraday staffing adjustmentsProvides intraday real-time data analysis and reporting of the call center staff related to attendance and schedule adherenceEstablish and maintain communication channels with contact center/BPO vendors to ensure scheduling and resource requirements are metAct as cross-functional single point of contact for workforce management with Leadership and Operations teams regarding system-related issues that impact productionRequirements4+ years working in a contact center workforce management environment required3+ years’ experience using NICE IEX workforce management software system requiredPrior experience forecasting call volume, AHT and shrinkage requiredPrior experience using scheduling functionality within a workforce management tool requiredPrior experience working with BPOs preferredStrong teamwork and collaboration skillsKnowledge of contact centers and customer service operationsProblem solving skillsIncessant communication skills to keep vendors / operations / leadership updated on activities occurring in real timeBenefitsMedical, 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 timeEmployee Profit Sharing Program50% AT&T wireless discountPaid trainingAdvancement opportunities, we prefer to promote from within!
