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 all; we are a one-stop solution to help sales partners uncover growth opportunities.

Responsibilities

• Monitor real-time volume, AHT, and staffing requirements in a multi-skill contact center environment
• Creates a positive work environment that fosters successful team performance
• Use WFM software and call volume history to help manage intra-day staffing levels
• Determine the most effective methods for needed intra-day staffing adjustments
• Provides intra-day real-time data analysis and reporting of the call center staff related to attendance and schedule adherence
• Establish and maintain communication channels with call center/BPO vendors to ensure scheduling and resource requirements are met
• Act as the cross-functional single point of contact for Workforce Management with Leadership and Operations teams regarding system-related issues that impact production

Requirements

• 2+ years working in a call center environment required
• Prior experience using NICE IEX or similar workforce management software system, preferred
• Flexible schedule: ability to work on weekends, and during the evenings on weekdays
• 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, 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!