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Contact Center Administrator

CarShield · St. Peters, United States Of America · Onsite

  • Ufficio in St. Peters
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Description

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!