Job Posting for Contact Center Administrator at GAF Energy
GAF Energy is seeking an enthusiastic and talented Contact Center Administrator who will play a key role in supporting the centralized Contact Center Platform, including but not limited to, workforce management, reporting, dashboards, and providing support across all of GAF Energy’s contact service centers. The administrator will also aid in the creation of documentation, training curriculum, as well as support other enablement activities for the Sales Operations group. They will participate in the design and analysis of contact center best practices, review reports, and present opportunities for process improvement and refinement. The successful candidate will have experience working in a fast-paced environment and is a forward thinker who is not afraid to roll up their sleeves.
Specific responsibilities to include, but are not limited to:
Establish Contact Center best practices applicable to GAF Energy’s multiple contact center groups
Coordinate a backlog of enhancements to GAF Energy’s VCC platform
Collaborate with individual Contact Center Supervisors to support the usage of the VCC platform, including but not limited to core competencies, training plans, enhancements, reports, and other needs.
Ability to solve complex user issues using technical experience
Maintain quick guides and other training materials pertaining to the VCC platform
Review the platform for proper usage and establish exception reports
Train VCC system
Support the VCC platform, inclusive of workforce management capabilities,
Aide in the creation of change management and training content for Sales Operations platforms
Perform other duties as assigned
Qualifications:
Must possess strong verbal and written communication skills; be diverse; and be detailed-oriented
Outgoing and energetic personality
Highly organized
Ability to initiate self-action
Demonstrates ability to collaborate effectively and build strong working relationships across the business
Demonstrates strong meeting facilitation skillset
Proven change agent with a track record of change management success; able to create and implement change
Ability to meet deadlines, handle and prioritize simultaneous requests, and communicate laterally and upwards
Education/Experience:
25-50% travel required
Associate’s Degree required
5-10 years of experience in customer service, contact center management/support, or other related field
Previous Contact Center administration is a plus
Previous Workforce Management experience is a plus
Job Type: Full-time
Benefits:
401(k) matching
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance
Experience level:
5 years
Shift:
Day shift
Weekly day range:
Monday to Friday
Work setting:
Call center
In-person
Office
Ability to Relocate:
Kansas City, MO 64105: Relocate before starting work (Required)
Work Location: In person
Salary.com Estimation for Contact Center Administrator in Kansas, MO
$59,973 to $81,155
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