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
THE SHIFT FOR THIS ROLE IS 9:00 AM - 5:00 PM 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
4+ years working in a contact center workforce management environment required
Prior experience using NICE IEX or similar workforce management software system required
Prior experience forecasting call volume, AHT and Shrinkage required
Prior experience using scheduling functionality within a workforce management tool preferred
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
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