Administration

• Own the day-to-day operational administration of the call center platform and user management of related user applications for the sales call center team.
• Manage Contact Center Software and tools efficiently (i.e. CXone User Hub, ACD, IVR, Performance Management).
• Become a SME 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, and 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.
• Identify campaign process and performance gaps and collaborate with leadership and center management to develop action plans.
• 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 and implementation of process/changes.
• Report through the Systems Operations team and collaborate daily with senior call center management, including international centers.
• Remote role requiring U.S. residency.

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