Contact Center Administrator

DSI Systems

108d

About The Position

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). As the Contact Center Administrator, you will own the day-to-day operational administration of our call center platform and user management of related 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, provide 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 reside in the United States.

Requirements

• Bachelor’s Degree or work-related 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 (NICE inContact) required, scripting experience preferred
• Extensive knowledge of contact center technology (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], Quality Management [QM]) tools
• Collaborative attitude, strong verbal and written communication skills
• Relentless attention to detail
• Strong analytical, reasoning, and problem-solving skills
• Innovative and strategic thinker capable of taking initiative

Responsibilities

• 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

Benefits

• Medical, Dental, Vision, 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
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees