DSI

Senior Workforce Analyst – Contact Center

DSI

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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
  • 3+ years’ experience using NICE IEX workforce management software system required
  • Prior experience forecasting call volume, AHT and shrinkage required
  • Prior experience using scheduling functionality within a workforce management tool required
  • 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, Disability, 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!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
forecastingAHT analysisshrinkage analysisreal-time data analysisscheduling functionalityworkforce management
Soft Skills
teamworkcollaborationproblem solvingcommunication