Contact Center Administrator

Vetsource

Workforce and Platform Administrator responsible for optimizing staffing using Google CCAI platform at Vetsource. Ensuring efficient contact center operations to meet service level agreements (SLAs).

Posted 4/16/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $25 - $30 per hourWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementstaffing plansschedule adherenceperformance reportingagent managementvirtual agent managementcall center operationsdata analysisscheduling system managementPTO monitoring

Soft Skills

communicationcoordinationorganizational skillsanalytical skillsproblem-solving