Workforce Real-Time Analyst - Call Center

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.

The ideal candidate has at least two years of call center experience and knowledge of contact center operations. Experience with NICE IEX or similar WFM software is preferred. Strong problem-solving, teamwork, and real-time communication skills are essential, along with the flexibility to work evenings and weekends and the ability to support a positive, performance-focused environment.

Location: Remote, United States
Schedule: 12pm - 9pm, Tuesday – Saturday

About DSI

Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency.

At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.

Responsibilities

• 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

• 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

• 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!