Administrator, Contact Center Operations

Job Description

POSITION SUMMARY: Responsible for the daily administration of the contact center technology, planning and implementing call center and workforce strategies and improving systems and processes.

FUNCTIONS OF THE JOB:
• Administers a blended call environment; including, but not limited to, creating outbound call campaigns, monitoring system performance, user set-ups, creating / modifying IVR's, and providing technical support to agents as needed.
• Maintains and improves contact center operations by monitoring system performance, and quickly identifying and resolving problems.
• Creates ad hoc call campaign and agent performance reports.
• Performs data analysis to offer insight and recommendations to increase call campaign effectiveness.
• Interfaces with leadership teams, through weekly meetings and direct conversations, focusing on outbound dialing strategies and agent caseload management best practices.
• Optimizes call campaign dialing schedule to meet departments goals and expectations in coordination with each department's outbound dialer strategy.
• Works in conjunction with the Director, of Contact Center Operations, along with IT to limit dialer system down time; perform system restarts and testing following an outage, system upgrade or any other dialer affiliated systemic need.
• Produces monthly staffing requirements and outbound contact center forecasting.
• Assists with configuring contact center systems by developing customer interaction and voice response systems, designing user interfaces, developing, and executing user acceptance test plans; planning and controlling implementations.
• May assist with new employee on boarding activities.
• Other duties as assigned.
• Regular attendance.
• Supports our BMI Core Values and cultivates a culture of diversity and inclusion.

POSITION QUALIFICATION REQUIREMENTS

Education: Bachelor's degree or equivalent preferred.

Experience: Minimum one year call/contact center analysis or workforce management.

Skills and Abilities:
• Demonstrated success in outbound call center administration, system configuration a plus.
• Working Knowledge of CRM, workforce management, and quality assurance systems.
• Strong analytical/problem solving skills combined with business acumen.
• Proficient in Microsoft Office Suite; SQL a plus.
• Advanced skills in MS Excel and Power BI preferred.
• Effective communication skills, both verbal and written.
• Excellent project and time management skills.
• Detailed oriented with the ability to work collaboratively, positive attitude, strong initiative.

BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal opportunity for employment without regard to race, creed, color, sex, age, national origin, marital status, veteran status or disability.

Experience Required:

At least 1 year experience.

Education Requirements:

4 Year Degree

Jobcode: Reference SBJ-gqojxm-3-145-130-31-42 in your application.