Call Center Systems Administrator (Specialist) - Remote

Overview

As a Call Center Systems Administrator at Vida, you will manage and optimize core call center systems, ensuring efficient operation and integration with other enterprise systems to enhance overall performance.

In Short

• Manage and configure call center systems like Genesys, Zendesk, and Salesforce.
• Implement process improvements to enhance call flow and agent efficiency.
• Oversee integrations between call center platforms and other systems.
• Create and maintain technical documentation for call center systems.
• Provide training for call center supervisors and advanced users.
• Develop dashboards and reports to track key performance indicators.
• Analyze performance data to identify trends and opportunities for improvement.
• Provide operational technical support and troubleshoot system issues.

Requirements

• 2-5+ years of experience with major contact center platforms.
• Strong SQL skills and experience with BI tools.
• Understanding of Lean, Six Sigma, or similar methodologies.
• Excellent analytical and problem-solving skills.
• Ability to create technical documentation and provide training.

Benefits

• Opportunity to work in a mission-driven company focused on healthcare improvement.
• Collaborate with a team of healthcare professionals.
• Engage in continuous learning and process improvement initiatives.