Senior Workforce Management Analyst

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 Management Analyst for our Customer Support team.

The Senior Workforce Manager plays a critical role in maximizing customer satisfaction KPIs by recommending appropriate scheduling and staffing levels while applying strategies to reduce operational costs for efficiency. They will lead in building forecast proposals in a multi-skilled, multi-location, multi-product call center ecosystem. They will be leaders in implementing change to maximize agent productivity and customer-focused outcomes.

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, L&I, MDU, or all; we are a one-stop solution to help sales partners uncover growth opportunities.

Responsibilities

• Ability to identify emerging trends and measure impact on the business
• Proactively distill data into actionable insights & recommendations
• Monitor real-time volume in a multi-skill contact center environment
• Use WFM software and call volume history to help manage intra-day staffing levels
• Enter schedule exceptions for contact center agents
• Assist with time-off requests for contact center agents
• Assess availability for training, special projects, and other functions
• Understanding and experience with typical call center technologies such as Workforce Management, ACD, Dialer, IVR, etc.
• Knowledge of key call center performance metrics (handle time, speed of answer, abandon, etc.)
• Utilizes the NICE IEX WFM forecast tools to analyze, and anticipate capacity planning and agent scheduling needs
• Assists management in maximizing the efficiency of resources and ensuring established SLA goals are achieved
• Maintains performance reports both real-time and historical
• Provides intra-day real-time data analysis and reporting of the call center staff related to attendance and schedule adherence
• Establishes and maintains communication channels with leadership to ensure scheduling and resource requirements are met
• Monitors and adjusts for schedule changes and PTO management

Requirements

• 3+ years working in a call center environment, required
• 3+ years working in a Workforce Management role, required
• Proven success in capturing, storing, and reporting key KPI data, such as call volumes, AHT, service level, and forecast accuracy
• Prior experience using NICE IEX or similar workforce management software system, preferred

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!