Job Level
Mid-LevelSenior
About the role
- Support day-to-day operations of Call Center and sales support systems
- Oversee user access, setup, and permissions for sales call center applications
- Update user roles, permissions, and access in CXone contact center platform
- Perform routine quality control and audit reviews to ensure accuracy and compliance
- Audit sales team order entry for campaign attribution, relay findings to management and suggest improvements
- Conduct quality control projects to scrutinize data, troubleshoot, and identify improvement opportunities
- Pull data and build reporting on key initiatives and quality control findings
- Develop and maintain user management process documentation
- Collaborate with Systems Operations team and senior call center management (including international centers) to define, document, and implement new processes
Requirements
- Bachelor's Degree in business related field, or equivalent experience
- Passion for detail with effective verbal and written communication skills
- MUST be proficient in Excel
- Previous exposure or usage of Domo, Zendesk, Repsly, and the NICE inContact a plus
- Strong technical skills and proclivity for alignment and accuracy
- Energized by completing tasks and supporting internal departments