Monitor Five9 performance metrics (dropped calls, abandoned rates, etc.) to optimize call-handling processes.
Troubleshoot user-reported issues via the ticketing system; provide support to call center agents and supervisors.
Enhance automation and integrations within the calling platform.
Collaborate on third-party integrations, including LeadPerfection and custom lead management systems.
Partner with management and business teams to define and implement strategies that improve call center and sales performance.
Generate and automate reports; configure scheduling as needed.
Use workforce management tools to forecast staffing requirements by shift.
Perform additional duties as assigned.

Requirements

Minimum 5 years of experience administering telephony systems in a call center environment.
Bachelor’s degree in a technical field (preferred) or equivalent experience.
Strong analytical, detail-oriented, and self-motivated mindset.
Expertise in building customized reports and dashboards in Excel; familiarity with Power BI.
Basic coding skills (PHP, MySQL, HTML, CSS, JavaScript, jQuery, Ajax, Python, WordPress) are advantageous.
Experience with workforce management and forecasting staffing needs.
Ability to thrive in a fast-paced environment and adapt to shifting priorities.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

telephony systems administrationreport buildingdashboard creationExcelPower BIPHPMySQLHTMLCSSJavaScript

analytical mindsetdetail-orientedself-motivatedadaptabilityability to thrive in fast-paced environments