Contact Center Administrator
DSI
Senior Manager, Systems Operations
DSI
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Support and expand capabilities of DSI’s sales call centers
- Own day-to-day operational strategy and management of sales call center infrastructure
- Optimize systems, workflows, and performance metrics to ensure call center efficiency and revenue support
- Report through the Systems Operations team and collaborate daily with senior call center management, including international centers
- Oversee configuration, maintenance, and performance of call center systems including dialers, IVRs, call routing platforms, and reporting integrations (e.g., Domo)
- Become a SME in products, processes, and systems used by contact center users
- Collaborate with IT, application vendors, and centers to implement system upgrades, launches, and troubleshoot issues
- Design and implement operational workflows aligned with sales goals and customer engagement strategies
- Monitor and analyze call center metrics (call volume, conversion rates, handle time, IVR routing) to identify trends and improvements
- Build and maintain dashboards and reports to provide visibility into call center performance and sales impact
- Implement quality assurance processes and system checks to maintain data integrity and service consistency
- Work cross-functionally with call center management to evaluate KPIs and team and individual performance
- Use data to inform strategic decisions, forecast resource needs, and support campaign planning
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) preferred
- Extensive knowledge of contact center technology and KPIs (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
