Senior Workforce Analyst - Contact Center

Crescens Inc.


Technical Specialist ( Epic Bridges)
Crescens Inc. • Raleigh, NC, United States • via ZipRecruiter
Contractor
No Degree Mentioned
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Job highlights
Identified by Google from the original job post
Qualifications
Duration : 12+ months
Seeking a Technical Specialist who is an Epic-certified in Bridges to build applications interfaces between Epic and an interface engine/third party applications
Certified by Epic in Bridges
17 more items(s)
Responsibilities
The Technical Specialist will perform Epic Application Coordinator/Analyst functions to serve as the primary support contact for the interfaces they are assigned to
Interface analysts coordinate the analysis, technical design, and all issue triage necessary to implement and support their assigned interfaces
This position will work closely with the interface project manager, application teams, and technical teams to ensure that interfaces meet the needs of your end users
7 more items(s)
Job description
Job title : Technical Specialist ( Epic Bridges)
Location: Raleigh, NC (Remote with occasional onsite)
Duration : 12+ months
Type : Contract

Short Description:
• Seeking a Technical Specialist who is an Epic-certified in Bridges to build applications interfaces between Epic and an interface engine/third party applications.
Job Description:
• ONLY EPIC-CERTIFIED CANDIDATES WILL BE CONSIDERED. The ...
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DSI Systems


Senior Workforce Analyst - Contact Center
DSI Systems • United States • via Indeed
8 days ago
$70K–$75K a year
Full–time
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Job highlights
Identified by Google from the original job post
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
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!
Responsibilities
THE SHIFT FOR THIS ROLE IS +:00 AM - 5:00 PM CST, MONDAY–FRIDAY WITH POSSIBILITY OF SOME WEEKEND DAYS ON OCCASION
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
Creates 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
Provides 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
Job description
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

THE SHIFT FOR THIS ROLE IS +:00 AM - 5:00 PM 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 1+84. 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
• Creates 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
• Provides 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

Requirements
• 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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