Vetsource

Contact Center Administrator

Vetsource

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $25 - $30 per hour

About the role

  • Use Google CCAI and workforce management techniques to analyze and make necessary adjustments in staffing plans
  • Maintain constant communication with Department leaders and associates to coordinate needed staffing adjustments based on current and forecasted results
  • Monitor PTO, absences, advisor clock in/out logs, shift swaps and breaks/lunches to ensure schedule adherence and overtime limits
  • Develop advisor schedules; monitor schedules and update the scheduling system accordingly
  • Manage virtual agent activity, adding/removing them from the call center queues
  • Provide daily/intra-day performance reports to leadership
  • Compare results to forecast and identify opportunities for improvement

Requirements

  • Bachelor's Degree in Business, IT, Finance or equivalent job-related experience
  • 3+ years of experience in Call Center Operations or Workforce Management
  • Excellent computer skills, including a high level of proficiency with MS Office or Google Suite
  • Familiarity with Google CCAI Platform or similar CCaaS and WFM software
  • Familiarity with agent management in a call center environment
  • Bilingual in Spanish (Preferred)
  • Experience managing virtual agents in a call center environment (Preferred)
  • Experience managing Google CCAI Platform or similar CCaaS and WFM software (Preferred)
  • 1+ year of experience in the veterinary industry (Preferred)
Benefits
  • Competitive pay and benefits including medical, vision*, dental, and life insurance
  • Employee Assistance Program
  • Pet insurance* and Virtual vet care
  • PTO, Holidays, Floating Holidays, and Volunteer Day
  • Retirement Savings Plan (401k/ RRSP) with employer matching program
  • Paid parental leave
  • Flexible scheduling and remote work where possible
  • The opportunity to join one of our Associate Resource Groups, and fun company events!
Applicant Tracking System Keywords

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

Hard Skills & Tools
workforce managementstaffing plansschedule adherenceperformance reportingagent managementvirtual agent managementcall center operationsdata analysisscheduling system managementPTO monitoring
Soft Skills
communicationcoordinationorganizational skillsanalytical skillsproblem-solving