Operations System Administrator

Prosper • Phoenix, AZ

1d • Hybrid

About The Position

Prosper is looking for a flexible and detail-oriented individual with experience managing both inbound and outbound contact center systems across multiple lines of business (sales, service, investor, credit risk, collections, etc.). Within the Communications Channels team, this administrator will be responsible for acquiring, configuring, and routing/skilling toll-free numbers (TFNs), managing dialer systems, and optimizing all voice channel operations. The ideal candidate will have hands-on experience developing call/work routing strategies and outbound calling campaigns while maintaining key performance indicators (KPIs) and ensuring compliance across each team/organization. This position will have heavy reliance on cross-functional relationships to forecast workflows/volumes and ensure appropriate interval staffing/scheduling to maintain aggressive KPIs in the pursuit of a peerless Customer Experience.

Requirements

• 1 year+ experience as a Dialer Administrator or in a similar contact center role
• Knowledge of standard call center applications and systems, including IVR, ACD, and dialer technologies
• Experience with LiveVox/NICE and non/voice technology integrations preferred (Zendesk or various Chat/Chatbot functions)
• Work collaboratively with internal and external organizations and business partners
• Multi-tasker with strong attention to detail
• Strong analytical, reasoning, and reporting skills
• Ability to work a flexible schedule to meet business and workgroup needs
• Demonstrated success working in a fast-paced, dynamic work environment

Nice To Haves

• Bachelor's degree preferred
• Experience with NICE’s CXone or LiveVox platform strongly preferred

Responsibilities

• Oversee the relationship with NICE cloud-based contact center vendor (CXone/LiveVox)
• Manage dialer/IVR software upgrades and integrations with other systems
• Conduct regular maintenance/updates to ensure systems are running smoothly
• Vet and test the connection of CXone/LiveVox with various platforms used to service the contact center (e.g., call recording software)
• Support real-time monitoring and routing practices along with communication channels in the operations centers to ensure dynamic management of service levels
• Create call scripts that use smart routing and data from internal data sources to ensure minimal dials by customers to arrive at the correct Prosper department
• Manage and maintain all outbound calling systems and settings
• Optimize dialing lists, campaign schedules, and call routing based on business requirements
• Implement and manage call recording, monitoring, and reporting functionalities
• Collaborate with Legal & Compliance teams to ensure contact strategies comply with all applicable laws, regulations, and company policies including audit support

Benefits

• learning opportunities
• career development plans

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees