Zovio Contact Center Administrator in United States
At Zovio, we’re doing something different, and we want you to be a part of it. To put it simply, we’re all here to meet the needs of today’s learners. Whether that’s by helping them get a college degree or by providing them specific, focused training, we’re all about making it possible for people to achieve their aspirations and dreams. We partner with higher education institutions and employers to make that happen.
With our mission to innovate and take bold steps forward in education as a leading education technology services provider, we are an entrepreneurially-minded organization looking to the future—but with more than a decade of experience and resources backing us up! We have a culture of Passion , Innovation and Teamwork , and are full of ambitious people that, like you, support our commitment to putting people first. If you want to know more about us, be sure to check out Zovio.com.
The Contact Center Administrator position is a full-time remote employment opportunity.
Essential Job Duties:
Designing, and building efficient and effective outbound contact strategies to reach students
Ensuring the Five9/Verint system is operating at peak efficiency and processing workflow meets established goals
Interpreting data and advising management of any issues impacting performance
Providing reports for campaign results and compliance requirements as well as developing forecasts based on analysis of past results and trends using SQL, datamarts, and business intelligence tools
Providing guidance and day to day support for Outbound teams including troubleshooting agent technical problems and outlining measurable goals and objectives for each outbound agent
Providing recommendations and process improvements to comply with all regulations and yield a positive student experience
Additional Job Duties (include but are not limited to):
Translate applicable strategic initiatives, contact strategy, and ongoing campaign plans into a detailed and flexible plan of execution
Monitor overall health of Five9/Verint system
Develop/Configure inbound and outbound call routing logic/workflows
Develop/Configure Interactive Voice Response (IVR)
Develop IVR Prompts
Develop/Configure Text to Speech
Develop/Configure Call Variables
Prepare and distribute daily, weekly, monthly, and quarterly reports with analysis, achievement against goal progress, and recommendations for improvement in agent / department service delivery to students.
Configure outbound calling strategies and dialing rules
Manage outbound line assignments
Managing automatic number identification (ANI)
Managing Do Not Call Lists
Configuring global Dialer campaign settings
Manage/Configure automated list scrubbing
Partner with other IT departments for integration and building of APIs
Develop/Configure Agent Softphones
Develop/Configure speech analytics within Verint
Identifies relevant phrases and words that can then be included in post-processing of customer-agent interactions.
Monitor/research speech analytics opportunities and trends for various business units.
Provide leadership with feedback on opportunities for optimization based on performance indicators
Provide basic speech analytics guidance to the business for the development, design, and data initiatives
Provide support on escalated issues reported within Five9/Verint
Partner with Five9/Verint technical team when needed
Liaise with Service Desk support contacts as required and other technical support personnel, such as Network & Database Administrators
1+ years Dialer Analyst experience (Five9 preferred)
1+ years Contact center experience or a telephony background in a technical support or analytical role is required (Avaya Proactive Contact / Five9 preferred)
Proficiency with intermediate SQL and the ability to report on the Dialer tables in the datamart, MS Excel analysis, pivot tables, manipulation and scrubbing of data
Ability to handle multiple tasks while meeting deadlines
Ability to work both independently and within a team environment
High level of integrity and maturity
Excellent communication skills, both oral and written
Resourceful and self-confident
Strong attention to detail
Flexible and adaptable to change
Strong interpersonal skills
Accountable and reliable
Ability to utilize problem-solving techniques
3+ years equivalent work experience in a Contact center
Real Time lead experience in a production role is considered an asset
Advanced proficiency in the use Microsoft Office tools including Word, Excel, Access & Outlook
- Bachelor’s Degree is preferred
Who you are:
You want to share what you know and learn what you don’t
You don’t settle for good , you strive for great
You crave change, you embrace it
You are bold and challenge the traditional way of thinking, bring new ideas to the table
We’re an organization changing and shaping the lives of learnings across the country. Whether directly or indirectly, you’ll be helping make a real difference in the world.
Our environment and culture encourages collaboration, requires communication and rewards risk-taking.
We try hard to provide a good work life balance. We think we’re a great place to work that also allows you to have down time with friends and family.
We believe in giving back to the communities in which we live and work. In fact, we offer 16 hours of paid time off for you to volunteer, in addition to your vacation days and company holidays.
We want you to live a healthy lifestyle, and offer wellness programs, fitness centers, and onsite health clinics.
Zovio is an Equal Opportunity Employer. Diversity of thought, culture, identity, and experience are important for what we’re doing. If everyone here thought alike, we’d never come up with anything new, much less anything bold or innovative. We want you to be your whole self here, and appreciate the unique nature of the people around you, too.
Zovio’s purpose is to help everyone be in a class of their own.