Call Center Representative

• 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

Senior Workforce Analyst – Contact Center

Learning and Development

• Deliver sales training presentations for door-to-door and call center reps
• Create and translate training materials and sales-oriented one sheets
• Become a subject matter expert and stay current on changing offers, products, and services, and master order entry systems and processes
• Develop audience-driven content and presentations, primarily using PowerPoint, optimized for virtual or in person delivery
• Ensure attention to detail in content creation and language nuance
• Create engaging, well-formatted, and learning online and live virtual content
• Communicate clearly and dynamically to all employee levels, from entry-level agents to C-level executives

Bilingual Fiber and Video Training Specialist

• Act as the Subject Matter Expert (SME) for AT&T wireless and internet products,
• Develop training materials for sales associates on AT&T Wireless products, services, and processes
• Deliver engaging and effective sales training presentations/courses to retail sales environment
• Communicate complex ideas and scenarios to facilitate understanding and learning among audiences
• Design and align courses with organizational goals, including choosing delivery methods and scheduling sessions
• Maintain an environment of rapid change and adaptation in order to keep up with new information and offerings

Training Specialist

Customer Support

• Provide first‑level technical support for software applications via phone, email, and chat
• Troubleshoot basic to intermediate software issues and guide users through resolutions
• Accurately document customer interactions, issues, and solutions in the ticketing system
• Escalate complex or unresolved issues to Tier 2/engineering teams following established procedures
• Follow troubleshooting scripts, knowledge base articles, and standard operating procedures
• Educate customers on product features, best practices, and self‑service resources
• Meet or exceed performance metrics such as quality, productivity, and customer satisfaction
• Maintain professionalism and empathy when handling challenging customer interactions
• Adhere to data security, privacy, and compliance standards in a remote environment

Application Support Specialist

Support Engineer

• You will be responsible for local IT L1.5 support / user support and act as the technical focal point on sites: maintenance of system and application software, networked desktops and laptops, and workstation configuration
• Maintenance of PCs and IT peripherals
• Maintenance of digital support tools: interactive whiteboards and displays, cameras, tablets, etc.
• Install and maintain IT equipment and software (remotely or on-site)
• Perform installation compliance tests
• Advise and assist users with software onboarding and usage
• Handle user requests: incident and malfunction management
• Monitor and follow up on user support calls
• Populate and use the incident database: follow-ups, consolidation, problem-resolution documentation, trend analysis
• Assist in identifying and analyzing recurring issues
• Perform ticketing and activity reporting
• Contribute to user satisfaction: quality and timeliness of resolution (SLA)
• Contribute to continuous improvement: identify opportunities, propose solutions with associated gains, implement and deploy them
• Enrich the knowledge base and validate entries proposed by agents and technicians within your scope
• Ensure traceability and reliably estimate remaining work for your activity to your Team Leader according to project processes (time entry, allocations)
• Update procedures and keep up to date with technological developments.

IT Support Technician

• You will be responsible for local Level 1.5 IT support / user support and act as the technical focal point on sites: maintenance of system and application software, networked PCs and laptops, and workstation configuration
• Maintain PCs and IT peripherals
• Maintain digital support tools: interactive whiteboards and displays, cameras, tablets, etc.
• Install and maintain IT equipment and software (remotely or on-site)
• Perform compliance tests on installations
• Advise and support users in getting started with and using their software tools
• Handle user requests: incident management and troubleshooting
• Track the handling of user calls/tickets
• Populate and use the incident database: follow-ups, consolidation, documentation of problem resolutions, trend analysis, etc.
• Participate in identifying and analyzing issues encountered
• Perform ticketing and report on your activity
• Contribute to user satisfaction: quality and timeliness of resolution (SLA)
• Contribute to continuous improvement: identify opportunities, propose solutions with associated benefits, implement and deploy
• Enrich the knowledge base and validate entries proposed by agents and technicians within your scope
• Ensure traceability and reliably estimate remaining work for your activities to your Team Leader according to project processes (time tracking, allocations)
• Update procedures and monitor technology trends.

Operations

• Define and execute a multi-year enterprise systems architecture and optimization roadmap
• Oversee administration, performance, and continuous improvement of contact center platforms, CRM, and support systems
• Ensure system reliability, uptime, data integrity, security, and compliance across all enterprise platforms
• Lead vendor strategy, negotiate service-level agreements, and manage critical incident resolution
• Evaluate, implement, and optimize AI-driven tools to enhance performance, coaching, and analytics capabilities
• Drive enterprise initiatives including Single Sign-On, integrations, and system interoperability
• Partner with Sales, Support, Field Operations, IT, and Training to align platforms with operational needs
• Lead, develop, and mentor a high-performing Systems Operations team
• Promote user adoption through communication, training alignment, and documentation standards

Senior Director – Systems Operations

Account Manager

• Serve as the primary point of contact between DSI, AT&T stakeholders, and NDSb dealer teams
• Lead and execute NDSb-specific initiatives, ensuring timely and aligned implementation
• Align DSI support with AT&T and dealer business sales objectives through structured communication
• Identify operational opportunities and support process improvements impacting the business channel
• Analyze sales reports and performance data to identify business sales and engagement trends
• Communicate insights, program updates, and strategic priorities to internal and external stakeholders
• Partner with training and design teams to develop business-focused field and dealer-facing materials
• Maintain subject matter expertise on NDSb programs, processes, and account expectations
• Spend time in the field engaging with dealer teams to understand business sales execution
• Represent DSI professionally at meetings, dealer engagements, and AT&T events (overnight travel required)

National Account Manager – Neighborhood Direct Sales

Recruitment

• Build strong, trust‑based partnerships with business leaders by developing a deep understanding of their talent needs, team dynamics, and strategic priorities.
• Source, engage, and attract top talent to support growth across your assigned business unit and strengthen DSI’s overall talent pipeline.
• Manage the full recruitment lifecycle, including talent assessment, problem‑solving recruitment challenges, and designing and executing innovative sourcing and engagement strategies.
• Serve as a DSI brand ambassador, clearly communicating our value proposition and enhancing our presence in the talent market.
• Maintain a rigorous focus on quality, using metrics and outcomes, including quality of hire, to evaluate process effectiveness and organizational impact.

Senior Workforce Analyst – Contact Center

Bilingual Fiber and Video Training Specialist

Training Specialist

Application Support Specialist

IT Support Technician

IT Support Technician

Senior Director – Systems Operations

National Account Manager – Neighborhood Direct Sales

Corporate Recruiter