Contact Center Administrator - Remote

Overview

DSI, 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).

In Short

• Manage Contact Center Software and tools efficiently (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 proper destination and outcomes
• Provide business analysis, business area assessment, user needs analysis
• Regularly review and refine dashboard reporting and performance management for consistency and clarity
• Ensure managerial users can access, comprehend, and utilize platform tools including Performance Management, Quality Management, and Interaction Analytics or equivalent applications
• Identify campaign process and performance gaps and collaborate with leadership and center management to develop action plans based on findings
• Work cross functionally with call center management to evaluate KPIs and performance at the team 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

• Strong analytical skills
• Experience with call center management tools
• Ability to work cross-functionally
• Excellent communication skills
• Experience in business analysis
• Technical proficiency in system configuration
• Ability to troubleshoot issues effectively

Benefits

• Opportunity to work remotely
• Collaborative work environment
• Access to professional development resources
• Supportive company culture