Senior Workforce Analyst - Contact Center
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: United States only
THE SHIFT FOR THIS ROLE IS 9:00AM–5:00PM 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