Contact Center Administrator

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September 24

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DSI

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B2B • Telecommunications • Enterprise

DSI is a company specializing in providing customized business solutions and sales enablement services for over 40 years. They offer a range of services including call center services, engineering and lab support, event management, marketing services, national field sales, training, warehousing, and logistics. DSI partners with major telecom companies and retailers, offering solutions tailored to entertainment distribution and communications. Their SARA Plus platform provides a comprehensive application for businesses to handle order entry and reporting, enhancing efficiency. DSI’s engineering and hardware lab in Dallas is pivotal in bringing cutting-edge technology to the market.

201 - 500 employees

Founded 1984

🤝 B2B

📡 Telecommunications

🏢 Enterprise

📋 Description

• 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.

🎯 Requirements

• Bachelor’s Degree or work-related experience • 5 or more years of successful experience in a contact center operations environment • 5 years’ experience working in a customer service type of environment • Experience with CXone (NICE inContact) required, scripting experience preferred • Extensive knowledge of contact center technology (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], Quality Management [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 capable of taking initiative

🏖️ Benefits

• Medical, Dental, Vision, and Life insurance are 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!