Workforce Analyst - Call 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 Workforce Analyst – Call Center (RTA).

PLEASE NOTE: THIS IS AN IN-OFFICE POSITION IN RICHARDSON, TEXAS.
THE SHIFT FOR THIS ROLE IS 12:30 PM - 9:00 PM AND IT WILL INCLUDE SATURDAYS AND SUNDAYS. THE CHOSEN CANDIDATE CAN PICK THEIR DESIRED 2 DAYS OFF DURING THE WEEK.

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...

This position works onsite five days a week in our Northbrook, Illinois corporate office. Remote work is not an option.

Primary Responsibilities:

• Analyze and Improve Metrics: Evaluate and enhance contact center performance and metrics to support internal and offshore strategies.
• Data Management: Source and mine data to support strategic continuous improvement initiatives.
• Work Scheduling: Generate and distribute weekly work schedules for call center representatives.
• Collaboration: Work with key leaders and operational units to identify and address improvement opportunities and drive KPI performance.

Requirements

• Must be fluent in English and Spanish.
• Attention to Detail: Ability to meticulously review and assess call...