Contact Center Administrator - Amazon Connect & Customer Experience Expert - DaBella's Fast-Growing Home Improvement Company
Join the DaBella Family: Where Innovation Meets Customer Care
DaBella, the fastest-growing home improvement company in the United States, is seeking an exceptional Contact Center Administrator to manage our Amazon Connect system across three contact centers. As a key member of our team, you will play a crucial role in creating a consistently positive customer experience, driving productivity, and ensuring a smooth workflow for our marketing team.
About DaBella
With 42 branches across the nation and a vision to care for families and homes, DaBella is transforming the home improvement services landscape. Our company culture is built on a shared dedication to a greater goal, and we're looking for innovative leaders like you to join our future-focused team.
About the Position
We're looking for an experienced Contact Center Administrator to oversee our Amazon Connect system, ensuring seamless communication and efficient workflow across our contact centers. As a full-time employee, you will work on-site in Dallas, Texas, from Monday to Friday.
Key Responsibilities:
- Dialer Campaign Management: Create and monitor daily dialer campaigns to drive productivity and customer engagement.
- Intraday Monitoring and Reporting: Provide real-time monitoring and reporting to ensure efficient workflow and identify areas for improvement.
- Schedule and Campaign Adjustments: Recommend real-time schedule and campaign changes to optimize performance and efficiency.
- System Updates and Reporting: Update systems with real-time campaign adjustments and develop daily, weekly, and monthly dialer performance reports for the leadership team.
- Staffing and Workload Management: Monitor and recommend staffing adjustments, oversee forecasting workload, scheduling resources, and monitoring real-time performance of staff and their workload.
- Business Analysis and Solutions: Document detailed business analysis and recommend solutions to drive business growth and improvement.
- Workload Forecasts: Develop accurate short- and long-term workload forecasts to ensure efficient resource allocation.
Requirements and Qualifications
Essential Qualifications:
- Call Center Experience: 3+ years of experience in a call center environment.
- Amazon Connect and CRM Experience: 2+ years of experience integrating Amazon Connect with external CRMs/WFMs such as Salesforce.
- Technical Skills: 2+ years of development experience utilizing Java, JavaScript, and/or Python.
- Salesforce Experience: 3+ years of experience with Salesforce.
- Communication and Analytical Skills: Ability to effectively communicate with individuals within the company and external entities, as well as strong analytical and problem-solving skills.
Preferred Qualifications:
- Leadership Experience: Experience in a leadership role or experience managing a team.
- Data Analysis: Strong data analysis skills and experience with data visualization tools.
What We Offer
Compensation and Benefits:
- Competitive Salary: $75,000 - $85,000 per year.
- Comprehensive Benefits Package: Medical, dental, vision, disability, accident, and basic life insurance.
- 401k Plan: Company-sponsored 401k plan.
- Paid Time Off: 80 hours of paid time off annually.
- Paid Holidays: 6 paid holidays during a calendar year.
- Employee Assistance Program: Access to an employee assistance program.
- Pet Insurance: Pet insurance benefits.
Career Growth and Learning Benefits:
- Professional Development: Opportunities for professional growth and development.
- Training and Support: Comprehensive training and support to ensure success in your role.
Work Environment and Company Culture
At DaBella, we pride ourselves on a company culture that values innovation, customer care, and teamwork. Our on-site work environment in Dallas, Texas, offers a collaborative and dynamic workspace where you can thrive and grow with our team.
How to Apply
If you're a motivated and experienced Contact Center Administrator looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application through our website:
Apply To This JobDon't miss this chance to join the DaBella family and make a significant impact in the home improvement industry. Apply now and take the first step towards a rewarding new role!
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