Workforce Real-Time Analyst - Call Center

DSI Systems-posted 3 months ago
Full-time • Entry Level
251-500 employees
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DSI Systems Inc., an authorized AT&T Representative partner, has an immediate career opportunity for a Workforce Management Specialist to support a fast-paced, multi-skill contact center. This role monitors real-time call volume, staffing, AHT, attendance, and schedule adherence to ensure efficient operations. Using workforce management tools and historical data, the analyst makes intra-day staffing adjustments, provides reporting, and serves as the main point of contact for system-related issues impacting production. The position also maintains ongoing communication with call center and BPO vendor partners to meet scheduling needs.

  • Monitor real-time volume, AHT, staffing requirements in a multi-skill contact center environment
  • Create 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
  • Provide 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 cross-functional single point of contact for Workforce Management with Leadership and Operations teams regarding system-related issues that impact production
  • 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. Some holidays may be required
  • 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
  • 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!
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