Workforce Real-Time Analyst – Call Center
DSI
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Monitor real-time volume, AHT, staffing requirements in a multi-skill contact center environment
- Creates 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
- Provides 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
Requirements
- 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
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!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisreportingstaffing adjustmentsschedule adherencecall volume management
Soft skills
teamworkcollaborationproblem solvingcommunication