Remote Contact Center Admin & Analytics Lead

DSI; United States; Remote; USD 80,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life insurance

401k Plan with employer matching

Paid vacation, personal/sick days

Employee Profit Sharing Program

50% AT&T wireless discount

Job summary

A sales enablement company is seeking a Contact Center Administrator to manage operations and improve performance metrics for their sales call center. The right candidate will have over 5 years of experience in the contact center industry, demonstrating strong analytical skills, attention to detail, and effective communication abilities. This is a remote position for candidates based in the United States offering a competitive salary range and comprehensive benefits package.

Qualifications

• 5 or more years of successful experience in a contact center operations environment.
• 5 years' experience working in a customer service type of environment.
• Extensive knowledge of contact center technology.

Responsibilities

• Manage Contact Center Software and tools efficiently.
• Become a SME in products, processes, and systems.
• Analyze IVR routing to ensure proper destination.

Skills

Analytical skills

Communication skills

Problem-solving skills

Attention to detail

Collaborative attitude

Education

Bachelor's Degree or work-related experience

Tools

CXone (NICE inContact)

Automatic Call Distribution (ACD)

Interactive Voice Response (IVR)

Quality Management (QM)

Job description

A sales enablement company is seeking a Contact Center Administrator to manage operations and improve performance metrics for their sales call center. The right candidate will have over 5 years of experience in the contact center industry, demonstrating strong analytical skills, attention to detail, and effective communication abilities. This is a remote position for candidates based in the United States offering a competitive salary range and comprehensive benefits package.