Contact Center Administrator (On-site)

Newrez LLC•Coppell, TX

1d•Onsite

About The Position

As a Contact Center Administrator, you will provide day-to-day administration and support to analyze, troubleshoot, and develop operational functions of the RingCentral Contact Center platform that include the NICE In-Contact Proactive XS predictive dialer, ACD blending, Omnichannel functions and IVR scripting. You will lead the development of Omnichannel, IVR and dialer interaction for a high-volume contact center. The position is responsible for developing a deep and comprehensive understanding of multiple platforms including predictive, preview and automatic outbound dialing applications, inbound ACD (automatic call distribution), Omnichannel communication, call list management and testing compliance. A focus to create efficiency and effectiveness in systems management and performance, blending strategy and customer experience technology.

Requirements

High school diploma or equivalent.
Experience implementing omni-channel strategies for outbound contact to include IVR, SMS, Email and Chatbot.
Experience in Contact Center Studio, Salesforce, MAXagent script development, deployment, and troubleshooting.
5+ years of experience in a contact center environment; experience in mortgage collections and customer service preferred.
3+ year previous experience in a dialer administration/analyst/development role.
1+ years of experience with Microsoft SQL Server and ability to write basic SQL statements.
Experience with Ring Central Contact Center platform and some working knowledge of cloud-based platforms.
Demonstrated knowledge and understanding of call center KPI metrics.
Knowledge and understanding of call center compliance and controls around FDCPA, TCPA, state and federal regulatory guidelines.
Excellent time management and organizational skills.
Strategic and independent thinker.
Strong problem solving and analytical skills with attention to detail.
Proficiency with Microsoft Office software, specifically Excel.
A solid work ethic, high integrity, a positive attitude, and strong attention to detail.
Employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Support development of the RingCentral platform as a SME for inbound/outbound, Omnichannel strategies.
Develop a new daily download process for list management and load balancing from various CRM systems based on defined strategies to include an omnichannel strategy analytics.
Establish a working relationship with internal and external business partners to resolve critical enhancements, performance and downtime issues impacting the contact center.
Develop an expertise in the function and capabilities in multiple contact center systems.
Ensure system readiness each day of production reducing outages or delays to business processes.
Optimize outbound campaign technology attributes to ensure company and regulatory compliance.
Regular analysis of campaign results and call center KPI’s to create optimization of existing strategies using the RingCentral platform.
Support business growth with technology and strategy improvements in conjunction with company goals.
Monitor controls to ensure FDCPA and state calling compliance, TCPA, state and federal regulatory guidelines while working with internal audit and compliance teams when required.
Optimize call flows, ensuring adherence to defined company KPI’s for both Customer Service and Collections.
Schedule flexibility, especially during the launch of new projects or the deployment of new software updates to the organization.
Develop an expertise in Salesforce to create and establish improved agent experience opportunities with RingCentral Omnichannel customer communication.
Performs related duties as assigned by supervisor.