Workforce Management

DSI Systems Inc., an authorized AT&T Distributor partner, has an immediate career opportunity for a motivated individual to fill one of our roles as a Workforce Manager for our National Retail (NR) team.
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, L&I, MDU, or all; we are a one-stop solution to help sales partners uncover growth opportunities.
Responsibilities

• Deliver tailored messaging to targeted audiences
• Working knowledge of and ability to speak to WFM/contact center metrics and terminology
• Ability to identify emerging trends and measure impact on the business
• Through curiosity, research anomalies and delve into the 'why' behind the data
• Proactively distill data into actionable insights & recommendations
• Monitor real-time volume 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
• Enter schedule exceptions for contact center agents
• Assist with time-off requests for contact center agents
• Assess availability for training, special projects, and other functions
• Perform additional duties as required
• Ability to analyze metrics and determine implications and impacts
• Follows instructions and strategy as given by leadership and business units
• Understanding and experience with typical call center technologies such as Workforce Management, ACD, Dialer, IVR, etc.
• Knowledge of key call center performance metrics
• Three or more years of call center experience with a minimum of one year Workforce Management experience
• Utilizes the NICE IEX WFM forecast tools to analyze and anticipate capacity planning and agent scheduling needs. Assists management in maximizing the efficiency of resources and ensuring established SLA goals are achieved. Also maintains performance reports both real-time and historical
• Provides intra-day real-time data analysis and reporting of the call center staff related to attendance and schedule adherence
• Establishes and maintains communication channels with leadership to ensure scheduling and resource requirements are met
• Monitors and adjusts for schedule changes and PTO management
• Performs miscellaneous duties as assigned

• 3+ years working in a call center environment required
• 1+ years working in a Workforce Management role required
• 2+ years of Data Analysis experience capturing, storing, and reporting historical statistics, such as call volumes, AHT, service level, and forecast accuracy, required
• Prior experience using NICE IEX or similar Workforce Management software system, preferred

• Effective written communication skills
• Advanced knowledge of Excel, including creating and adjusting pivot tables and vlookups
• Ability to work in a fast-paced environment
• Ability to multi-task, manage time effectively, and work independently
• Possess strong problem-solving skills
• Experience working with Microsoft Windows applications

• 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!