Senior Workforce Analyst

Summary

Join DSI Systems Inc., an AT&T Representative partner, as a Senior Workforce Analyst – Contact Center (RTA) and contribute to a family-owned company with a strong focus on client and partner success. This remote position requires a 9:00 AM - 5:00 PM CST schedule, Monday-Friday, with occasional weekend work. You will be responsible for monitoring real-time contact center operations, performing administrative tasks within workforce management software, forecasting call volume and shrinkage, and ensuring effective intraday staffing adjustments. This role demands strong communication, problem-solving, and teamwork skills, along with experience in contact center workforce management, NICE IEX or similar software, and forecasting call volume, AHT, and shrinkage.

Requirements

• 4+ years working in a contact center workforce management environment required
• Prior experience using NICE IEX or similar workforce management software system required
• Prior experience forecasting call volume, AHT and Shrinkage 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

Responsibilities

• 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

Preferred Qualifications

• Prior experience using scheduling functionality within a workforce management tool preferred
• Prior experience working with BPOs 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!