Contact Center Operations Manager
DSI Systems, United States
Job Description
DSI Systems Inc., an authorized ATamp;T partner, has an immediate career opportunity for a motivated individual to fill one of our key roles as the Contact Center Operations Manager for our National Retail (NR) team. This position will report through our National Retail Sales Operations Director and collaborate with senior level call center management on a daily basis.
As the Contact Center Operations Manager, you will own the day to day operational administration of our call center platform through NICE inContact. You will be responsible for system configuration based on best practices and business requirements, provide specialized expertise around products and implementation, and analyze performance metrics.
Key Responsibilities
- Manage Contact Center software and tools efficiently (i.e. ACD, IVR, WFM, Performance)
- Provide technical configuration and scripting as required
- Provide business analysis, business area assessment, user needs analysis
- Become a SME (subject matter expert) in products, processes and systems
- Identify process and performance gaps and develop action plans based on reports and analysis
- Work cross functionally with call center management to evaluate KPIs and performance at the team and individual level
- Analyze work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly
- Work closely with team leaders, trainers, and the quality team to coordinate schedules and process improvements to increase productivity and meet required service levels
- Communicate new/revised processes and changes to team; ensure understanding of information and implementation of process/changes
Requirements
- Bachelor’s Degree or work-related experience
- 5 or more years of successful experience in a contact center operations environment
- 5+ years’ experience working in a customer service type of environment
- Experience with NICE inContact required, scripting experience preferred
- Extensive knowledge of contact center technology (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], Workforce Management [WFM]) tools
- Advanced knowledge of Excel, strong verbal and presentation skills, and the ability to motivate and inspire groups of people
- Advanced experience building and analyzing models using statistical tools for forecasting and scheduling optimization
- Strong analytical, reasoning, and problem-solving skills
- Innovative thinker capable of taking initiative with a passion for detail
- Must be prepared to work onsite in Richardson, TX
Benefits