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Contact Center Administrator
Contact Center AdministratorDSI • Washington, DC, US
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Contact Center Administrator

Contact Center Administrator

DSI • Washington, DC, US
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Overview

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DSI, a Dallas-based sales enablement company, has an immediate opportunity for an analytical Contact Center Administrator to support and expand the capabilities of our sales call center(s).

This position will own the day-to-day operational administration of our call center platform and user management of related applications for our sales call center team. You will be responsible for system configuration and user management based on best practices and business requirements, provide specialized expertise around products and implementation, and analyze performance metrics. This role reports through the Systems Operations team and requires daily collaboration with senior level call center management (including international centers). This is a remote opportunity; candidates must reside in the United States.

Responsibilities

  • Manage Contact Center Software and tools efficiently (i.e. CXone User Hub, ACD, IVR, Performance Management)
  • Become a Subject Matter Expert (SME) in products, processes, and systems used by contact center users
  • Own technical configuration of the 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 or equivalent applications
  • Identify campaign process and performance gaps and collaborate with leadership and center management to develop action plans based on findings
  • 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 or revised processes and changes to the team; ensure understanding and implementation of changes

Qualifications

  • Bachelor's Degree or equivalent work experience
  • 5+ years of successful experience in a contact center operations environment
  • 5 years of experience in a customer service environment
  • Experience with CXone (NICE inContact) required; scripting experience preferred
  • Extensive knowledge of contact center technology (ACD, IVR, 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 with initiative

    • Benefits

  • Medical, Dental, Vision, and Life insurance available on the first day of the month following your first day of employment – no extended waiting period
  • 401k Plan with employer matching
  • Paid vacation, personal / sick days, and bereavement time
  • Employee Profit Sharing Program
  • 50% AT&T wireless discount
  • Paid training
  • Advancement opportunities; we prefer to promote from within

    • Company & Employment Details

  • Employment type : Full-time
  • Seniority level : Mid-Senior level
  • Job function : Other
  • Industries : Telecommunications

    • About DSI : Founded in 1984, DSI is a family-owned company committed to delivering value and measurable results to clients and partners through services including sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions.

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    Administrator • Washington, DC, US