Contact Center Administrator (On-site)
On-siteCoppell, Texas, United States
Job Summary
Support development of the RingCentral platform as a subject matter expert for inbound/outbound, Omnichannel strategies, and dialer interaction. Develop daily download processes for list management and load balancing from CRM systems to ensure system readiness and reduce production outages. Establish working relationships with internal and external partners to resolve critical enhancements, performance issues, and downtime impacting the contact center. Optimize outbound campaign technology attributes to ensure company and regulatory compliance while analyzing campaign results and KPIs to refine existing strategies. Monitor controls for FDCPA, TCPA, and state/federal guidelines, and optimize call flows to adhere to defined customer service and collections KPIs.
Required Qualifications
- High school diploma or equivalent
- 5+ years of experience in a contact center environment
- 3+ year previous experience in a dialer administration/analyst/development role
- 1+ years of experience with Microsoft SQL Server and ability to write basic SQL statements
- Experience implementing omni-channel strategies for outbound contact to include IVR, SMS, Email and Chatbot
- Experience in Contact Center Studio
- Experience with Salesforce
- Experience in MAXagent script development, deployment, and troubleshooting
- Experience with Ring Central Contact Center platform
- some working knowledge of cloud-based platforms
- Demonstrated knowledge and understanding of call center KPI metrics
- Knowledge and understanding of call center compliance and controls around FDCPA, TCPA, state and federal regulatory guidelines
- Excellent time management and organizational skills
- Strategic and independent thinker
- Strong problem solving and analytical skills with attention to detail
- Proficiency with Microsoft Office software, specifically Excel
- A solid work ethic, high integrity, a positive attitude, and strong attention to detail
- All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator
Desired Qualifications
- Bachelor's degree preferred
- experience in mortgage collections and customer service preferred
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