Senior Workforce Analyst – Contact Center

🕒 April 6

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

DSI

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1984

🤝 B2B

📡 Telecommunications

🏢 Enterprise

B2B • Telecommunications • Enterprise

DSI is a company specializing in providing customized business solutions and sales enablement services for over 40 years. They offer a range of services including call center services, engineering and lab support, event management, marketing services, national field sales, training, warehousing, and logistics. DSI partners with major telecom companies and retailers, offering solutions tailored to entertainment distribution and communications. Their SARA Plus platform provides a comprehensive application for businesses to handle order entry and reporting, enhancing efficiency. DSI’s engineering and hardware lab in Dallas is pivotal in bringing cutting-edge technology to the market.

📋 Description

• 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!