[Hiring] Senior Workforce Analyst @DSI Systems

Apr 15, 2025 - DSI Systems is hiring a remote Senior Workforce Analyst. 💸 Salary: unspecified. 📍Location: USA.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

This role involves monitoring and managing workforce analytics in a contact center environment.

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
Create 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
Provide 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

Qualifications

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!

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📍	Be aware of the location restriction for this remote position: USA
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Back to Remote jobs > Data Analysis

Senior Workforce Analyst @DSI Systems

Data Analysis

Salary 💸 unspecified	Remote Location USA
Job Type full-time	Posted Apr 15, 2025

️

📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.