Job Description
Job DescriptionDescription:
CarShield is seeking a detail-oriented and proactive Contact Center Administrator. This role will be responsible for the ongoing configuration, optimization, and maintenance of our cloud-based contact center platform to ensure optimal performance, agent efficiency, and customer satisfaction.
Responsibilities:
- Maintain and administer the Contact Center platform including users, licenses, queues, entry points, and routing strategies.
- Create, modify, and optimize call flows and IVR scripts to ensure efficient call routing and customer experiences.
- Design, configure, and maintain agent desktop layouts and agent profiles aligned with business needs.
- Manage skill groups, teams, and queue assignments to balance workloads and maintain service levels.
- Implement and maintain call recording policies, wrap-up codes, and disposition handling.
- Collaborate with IT and network teams to ensure system performance, connectivity, and uptime.
- Provision and deprovision user accounts, ensuring correct role assignments and access permissions.
- Maintain security compliance within the Contact Center platform.
- Document configuration changes and access control protocols.
- Monitor real-time performance metrics and system health dashboards.
- Create and distribute reports on call volumes, handle times, SLA adherence, and agent performance.
- Identify opportunities for automation and improved routing logic through data insights.
- Participate in capacity planning, forecasting, and performance tuning efforts.
- Serve as primary point of contact for escalated Contact Center issues.
- Troubleshoot platform-related issues and coordinate with necessary support teams.
- Provide Tier 2/3 support for agents and supervisors.
- Develop and maintain comprehensive system documentation for configurations, workflows, and standard operating procedures.
- Assist with training and onboarding of new agents and supervisors on platform features and tools.
Requirements:
Requirements:
- Excellent troubleshooting, documentation, and communication skills.
- Background in technical field, such as IT or engineering a plus.
- Proven track record of effectively managing multiple high impact processes and/or projects simultaneously.
- Ability to work on-site at our headquarters in St. Peters, MO.
- Ability to work off hours as needed to respond to outages or complete special projects.
- Ability to effectively work well with people at all levels of the organization.
Pay Rate and Benefits:
- Salary commensurate with experience.
- Group Insurance (Medical, Dental, Vision, Life, etc.).
- 401k with Employer Match.
- Discounted CarShield policies.
- Discounted Tuition at Lindenwood University.
- Professional development opportunities.
- Basketball, and other recreation available on-site.
- Fitness facilities, with the option to take classes led by on-staff personal trainer (at St. Peters headquarters).
- And more!