Senior Contact Center Systems Analyst
Location
South Carolina
Posted
21 days ago
Salary
0
Seniority
Senior
Job Description
Senior Contact Center Systems Analyst
Purpose Financial
• Responsible for day-to-day administration and support of the Contact Center platform, which includes managing various functions such as the Five9 dialer (or other dialers), ACD blending, and Omnichannel capabilities. • Involves troubleshooting any issues that arise and ensuring that operations run smoothly. • Analyzing and developing operational functions within the Contact Center platform. • Optimizing dialer interactions for efficiency and effectiveness, enhancing Omnichannel capabilities to improve customer experience. • Ensure compliance with regulations and testing for compliance, ensuring that all interactions meet regulatory standards and guidelines. • Driving adherence of Call Center policies to ensure effective controls exist to safeguard company assets. • Creating efficiency and effectiveness in systems management and performance. • Managing dialer strategy, performance ensuring to deliver strong service levels, occupancy, and call routing to ensure KPI’s are surpassed. • Develop expertise in enhancing agent experience opportunities with Five9 Omnichannel customer communication.
Job Requirements
- Bachelor's degree or relevant experience.
- Automated dialer experience
- Dialer Administration Experience
- Strong analytical and problem-solving abilities.
- Proficiency in telephony systems and call center technology.
- Minimum 5 years of related call center technology and previous team leadership experience in a high-volume contact center; Prior collections or sales experience preferred.
- Advanced skills in database query languages (e.g., SQL, SnowFlake, Sigma).
- Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment.
- Ability to work effectively in a fast-paced, team-oriented environment.
- Customer-centric mindset with a passion for delivering exceptional service.
Benefits
- Competitive Wages
- Health/Life Benefits
- Health Savings Account plus Employer Seed
- 401(k) Savings Plan with Company Match
- Paid Parental Leave
- Company Paid Holidays
- Paid Time Off including Volunteer Time
- Tuition Reimbursement
- Business Casual Environment
- Rewards & Recognition Program
- Employee Assistance Program
- Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks
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