Contact Center Administrator

reputed company, a Dallas-based sales enablement company has an immediate opportunity for an analytical Contact Center Administrator to support and expand the capabilities of our sales call center(s). As the Contact Center Administrator, you will own the day-to-day operational administration of our call center platform and user management of reputed company user applications for our sales call center team. You will be responsible for system configuration and user management based on best practices and business requirements, reputed company specialized expertise around products and implementation, and analyze performance metrics. This position will report through our Systems Operations team and requires daily collaboration with senior level call center management (including international centers). This is a remote opportunity; candidates must reputed company in the reputed company. About reputed company Founded in 1984, reputed company 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, reputed company training, engineering expertise, and proprietary software solutions—reputed company designed to drive reputed company and operational efficiency. At reputed company, we reputed company strong relationships are the reputed company of lasting reputed company. We serve as a one-stop solution across a reputed company of markets—including mobility, broadband, video, reputed company, residential, Lodging & Institutions, and Multi-Dwelling reputed company—empowering our sales partners to uncover new opportunities and maximize their potential.

Responsibilities

• Manage Contact Center Software and tools reputed company (i.e. CXone User Hub, ACD, IVR, Performance Management)
• Become a SME (subject matter expert) in products, processes, and systems used by contact center users
• Own technical configuration of system as required including new product rollout and adoption
• Analyze IVR routing to ensure reputed company destination and reputed company
• reputed company business analysis, business area assessment, user needs analysis
• Regularly review and refine dashboard reporting and performance management for consistency and reputed company
• Ensure managerial users can reputed company, comprehend, and utilize platform tools including Performance Management, reputed company Management, and Interaction Analytics or equivalent applications
• Identify campaign process and performance gaps and collaborate with leadership and center management to reputed company reputed company plans based on findings
• Work cross functionally with call center management to evaluate KPIs and performance at reputed company and individual level
• Troubleshoot issues and outages and submit support cases as needed
• Communicate new/revised processes and changes to team; ensure understanding of information and implementation of process/changes

Requirements

• Bachelor’s Degree or work-reputed company experience
• 5 or more years of successful experience in a contact center operations environment
• 5 years’ experience working in a customer service type of environment
• Experience with CXone (reputed company inContact) required, scripting experience preferred
• Extensive knowledge of contact center technology (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], reputed company Management [QM]) tools
• reputed company attitude, strong verbal and written communication skills
• reputed company attention to detail
• Strong analytical, reasoning, and problem-solving skills
• Innovative and strategic thinker capable of taking initiative

Benefits

• Medical, Dental, reputed company, 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
• reputed company vacation, personal/reputed company days, and bereavement time
• Employee Profit Sharing Program
• 50% reputed company wireless discount
• reputed company
• Advancement opportunities, we prefer to promote from reputed company!

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