At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?

As the Analyst- Workforce Management (Real-Time), you will support TDS Telecom Contact Center Operations by utilizing forecasts and schedules for the assigned contact center(s) to manage service levels on a daily basis. Work with the managers and supervisors of the contact center(s) to assign offline time for advisors as needed, in accordance with service levels when possible.

This position receives direction from the Manager – Contact Center Support. Exercises independent judgment and decision making in accordance with broad objectives established related to special projects and/or recurring duties. This position also assumes a leadership role in developing recommendations to improve workforce management policies, contact center staffing, and management reporting.

• Service Level Management for contact centers – Provides recommendations to contact center supervisors and managers for ways to best balance service levels intraday via offline activities, both advance and same-day, including breaks, lunches, training, meetings, voluntary time off etc.
• Identifies coverage needs after the schedule is posted and partners with Contact Center managers to recruit volunteers for overtime and shift adjustments and works with Workforce Management Forecasting Analyst to ensure consistently recruited periods are addressed via permanent staffing changes.
• Management of Attendance Line for Contact Center advisors.
• Analysis of contact center shrinkage factors as related to short- and long-term staffing needs.
• Maintaining agent profiles in WFM application to ensure they are assigned to correct campaigns and queues.

Required Qualifications

• Bachelor’s degree (or higher) -OR- 4+ years professional work experience.
• 2+ years’ experience using Workforce Management Software Applications as a scheduler and/or an operational leadership role, and/or working in a role reviewing and analyzing data.
• 2+ years’ experience using analytical software such as Excel, Access, or Workforce Management Software Applications.

Other Qualifications

• 1+ years scheduling of call center experience.
• Experience with NICE Workforce Management (IEX/CXone), preferred
• Understanding of ACD/Call Routing technology.
• Understanding of relational database concepts and applications.
• Ability to work in a fast paced, high-energy environment with minimal supervision.
• Ability to adapt communication styles to meet the needs of all internal customers.

Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what’s listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today!

Benefits

We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority!

Associates scheduled to work 20 or more hours per week have access to:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Life Insurance
• 401(k) Plan
• Generous Vacation & Paid Sick Leave
• Seven Paid National Holidays & One Floating Holiday
• Paid Parental Leave (6 weeks after 12 months of employment)
• Adoption & Surrogacy Assistance
• Employee Assistance & Wellness Programs

Associates working 30 or more hours per week additionally have access to:

• Short-Term & Long-Term Disability
• TDS Service Discounts
• Education Assistance
• Paid Volunteer Time

In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here.

Who is TDS Telecom?

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more! 

At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Pay Transparency

The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.