This is a Project Based / Part Time position.
Are you an exceptional Call Center Administrator with a track record of solving complex call center technical challenges?
Do you thrive in a rapidly evolving, fast-paced environment requiring creativity, resourcefulness, high energy and an ability to adapt and change direction quickly?
If so, you could be a perfect fit for our team of like-minded professionals.
As a key member of the Workforce Monitor team, you will be responsible for implementing process improvements on configuration, reporting, training, support, and overall maintenance of the Five9 (call center) system platform.
You will also provide IT consulting from a planning and operations standpoint. Including, but not limited to, initial configuration, IVR setup, campaign management, list management, KPI strategy, management reporting, CRM integration and overall systems management and support.
As part of your job, you will:
Work with workforce team to define capacity and determine the optimal approach for each campaign (Predictive vs Manual dialing)
Provide Five9 call center software configuration advice, training, and problem resolution to internal staff
Troubleshoot configuration issues that have been found.
Effectively communicate progress of work
Continually seek opportunities to improve Five9 setup and implementation by interacting effectively with the operations team
Ability to manage multiple tasks while simultaneously requiring very little direction and/or oversight
Create and pull reporting data out of Five9 on a consistent basis and effectively analyze data to identify problems and areas of improvement
A minimum of +3 years of experience in a telephony environment
Experience with implementing call center solutions is required
Applicants with experience in deploying and/or managing Five9 call center solutions preferred
Outstanding time management skills and self-starter attitude required
Strong knowledge of CRM, Dialer, VoIP, IVR and call center practices
About the recuiterMember since May 20, 2018 Mohammad Furqan
from Kelantan, Malaysia