Workforce Real-Time Analyst - Call Center

DSI; Washington (District of Columbia); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading workforce management firm is seeking a Workforce Management Specialist to monitor call center operations and manage staffing levels. The role requires 2+ years in a call center, knowledge of workforce software, and effective communication skills. Responsibilities include real-time data analysis and vendor communication. This position offers remote work opportunities and comprehensive benefits including health insurance and a 401k plan.

Benefits

Medical, Dental, Vision, and Life insurance

401k Plan with employer matching

Paid vacation and sick days

Employee Profit Sharing Program

50% AT&T wireless discount

Paid training

Qualifications

• 2+ years working in a call center environment.
• Prior experience using workforce management software preferred.
• Flexible schedule, including weekends and evenings.

Responsibilities

• Monitor real-time volume and staffing in a contact center.
• Manage intra-day staffing levels using workforce management tools.
• Communicate effectively with vendors and leadership.

Skills

Teamwork and collaboration

Problem solving

Effective communication

Tools

NICE IEX or similar workforce management software

Job description

Overview

DSI Systems Inc., an authorized AT&T Representative partner, has an immediate career opportunity for a Workforce Management Specialist to support a fast-paced, multi-skill contact center. This role monitors real-time call volume, staffing, AHT, attendance, and schedule adherence to ensure efficient operations. Using workforce management tools and historical data, the analyst makes intra-day staffing adjustments, provides reporting, and serves as the main point of contact for system-related issues impacting production. The position also maintains ongoing communication with call center and BPO vendor partners to meet scheduling needs.

Location

Location: Remote, United States

Schedule

Schedule: 12pm - 9pm, Tuesday – Saturday

Responsibilities

• Monitor real-time volume, AHT, staffing requirements in a multi-skill contact center environment
• Create 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
• Provide 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

Qualifications

• 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
• Effective 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!