Contact Center Administrator
| Company | Newrez |
|---|---|
| Location | Coppell, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Experience implementing omni-channel strategies for outbound contact to include IVR, SMS, Email and Chatbot.
- Experience in Contact Center Studio, Salesforce, MAXagent script development, deployment, and troubleshooting.
- 5+ years of experience in a contact center environment; experience in mortgage collections and customer service preferred
- 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
- 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
- Experience with Ring Central Contact Center platform and some working knowledge of cloud-based platforms
- 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
Responsibilities
- Support development of the RingCentral platform as a SME for inbound/outbound, Omnichannel strategies.
- Develop a new daily download process for list management and load balancing from various CRM systems based on defined strategies to include an omnichannel strategy analytics.
- Establish a working relationship with internal and external business partners to resolve critical enhancements, performance and downtime issues impacting the contact center.
- Develop an expertise in the function and capabilities in multiple contact center systems.
- Ensure system readiness each day of production reducing outages or delays to business processes.
- Optimize outbound campaign technology attributes to ensure company and regulatory compliance.
- Regular analysis of campaign results and call center KPI’s to create optimization of existing strategies using the RingCentral platform.
- Support business growth with technology and strategy improvements in conjunction with company goals.
- Monitor controls to ensure FDCPA and state calling compliance, TCPA, state and federal regulatory guidelines while working with internal audit and compliance teams when required.
- Optimize call flows, ensuring adherence to defined company KPI’s for both Customer Service and Collections.
- Schedule flexibility, especially during the launch of new projects or the deployment of new software updates to the organization.
- Develop an expertise in Salesforce to create and establish improved agent experience opportunities with RingCentral Omnichannel customer communication.
Preferred Qualifications
- Experience in mortgage collections and customer service preferred