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DSI Systems

Senior Workforce Analyst - Contact Center

full-time Remote

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 Analyst – Contact Center (RTA).

PLEASE NOTE: THIS IS A UNITED STATES BASED REMOTE POSITION

THE SHIFT FOR THIS ROLE IS 9:00 AM - 5:00 PM CST, MONDAY–FRIDAY WITH POSSIBILITY OF SOME WEEKEND DAYS ON OCCASION

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, 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

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

On June 11, 1984, Diamond Systems Incorporated was founded by three entrepreneurs from Des Moines, Iowa with the hopes and dreams of starting up a company that was dedicated to serving dealers with quality customer service and convenience. This is accomplished through individualized service, strong product offerings, a fast and efficient delivery system, instant access to information via the DSI website, and a dedicated Sales Representative helping you every step of the way. 40 years later, DSI Systems is the largest distributor of satellite equipment and accessories."DSI Systems is dedicated to the independent retailers we have served over the past 40 years. We continually strive to add new categories to our line-up for ease of purchasing from one distributor while also helping retailers become more profitable by offering more to their consumers. The independent retailers are truly what drives the DSI family, and we thank you."Doug Robison, President, and CEO of DSI SystemsBenefits of working at DSI Systems Competitive salary that meets or exceeds industry standards Potential for growth, we prefer to promote from within! Medical, Dental & Life insurance are available on the first day of the month following your first day of employment 401k Plan and employer contributions Paid vacation and personal/sick days Bonus Programs Employee Profit Sharing Program And much more!Are you ready to join the team? Apply today for one of our open positions below. DSI also offers many opportunities in the indirect dealer space for vendors. We offer competitive advantages for our dealer partners and the products they sell, both commercial and consumer. We partner with our dealers on many levels: sales management and execution, product and offer training, marketing expertise, software solutions, engineering and warehousing and logistics. We are dedicated to serving dealers with quality customer service and convenience. This is accomplished through individualized service, strong product offerings, a fast and efficient delivery system and Territory Managers across the country to help you grow your business. To begin a working relationship with DSI, retailers are invited to call (800) 888-8876 or visit DSI at www.dsisystemsinc.com.

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