Contact Center Administrator

Vetsource

2d•$25 - $30•Remote

About The Position

Pets deserve the best care. At Vetsource, we build the foundation for success, enabling those in the pet healthcare profession and industry to thrive. Our data-powered platform simplifies processes and streamlines systems, helping those we serve create tighter bonds with their customers. From prescription management and pet owner engagement to veterinary business performance data and insights, Vetsource provides comprehensive solutions that give our customers more time and flexibility, and help them foster strong relationships and positive experiences. In a rapidly evolving world, we’re constantly seeking new ways to help our customers chart a course for a better, brighter future for pets and those who care for them. If you love pets, want to have an impact and join a fantastic organization, Vetsource could be the place for you. At Vetsource, our teams, much like our customers, are represented through diverse perspectives, life experiences, unique strengths (and love for animals). We are an equal opportunity employer committed to fostering an inclusive and diverse workplace. We are a team of real people looking for great people to join us, which is why applications are carefully and thoughtfully reviewed by our team. We know that when considering a new opportunity, it's common to weigh your qualifications against the listed job criteria. That said, even if you don’t meet 100% of the job requirements but feel you would be a good fit for the role, we still encourage you to apply! WHO WE ARE LOOKING FOR Workforce and Platform Administrator (Contact Center Administrator) The Workforce and Platform Administrator is responsible for the daily, real-time management of the contact center’s Google Contact Center AI (CCAI) platform, including virtual agents, routing, and AI-driven insights, while simultaneously overseeing Workforce Management (WFM) functions such as forecasting, scheduling, and real-time adherence. The Administrator ensures that our AI deflection and human agent staffing are optimized to meet service level agreements (SLAs). This is a full-time, remote position.

Requirements

Bachelor's Degree in Business, IT, Finance or equivalent job-related experience
3+ years of experience in Call Center Operations or Workforce Management
Excellent computer skills, including a high level of proficiency with MS Office or Google Suite
Familiarity with Google CCAI Platform or similar CCaaS and WFM software
Familiarity with agent management in a call center environment

Nice To Haves

Bilingual in Spanish
Experience managing virtual agents in a call center environment
Experience managing Google CCAI Platform or similar CCaaS and WFM software
1+ year of experience in the veterinary industry

Responsibilities

Use Google CCAI and workforce management techniques to analyze and make necessary adjustments in staffing plans.
Maintain constant communication with Department leaders and associates to coordinate needed staffing adjustments based on current and forecasted results.
Monitor PTO, absences, advisor clock in/out logs, shift swaps and breaks/lunches to ensure schedule adherence and overtime limits.
Develop advisor schedules; monitor schedules and update the scheduling system accordingly.
Manage virtual agent activity, adding/removing them from the call center queues.
Provide daily/intra-day performance reports to leadership.
Compare results to forecast and identify opportunities for improvement.

Benefits

Competitive pay and benefits including medical, vision, dental, and life insurance
Employee Assistance Program
Pet insurance and Virtual vet care
PTO, Holidays, Floating Holidays, and Volunteer Day
Retirement Savings Plan (401k/ RRSP) with employer matching program
Paid parental leave
Flexible scheduling and remote work where possible
The opportunity to join one of our Associate Resource Groups, and fun company events!

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume