Contact Center Operations Manager

2 weeks ago


Irvine, California, United States Mutual of Omaha Mortgage Full time
{"title": "Contact Center Administrator", "description": "Job Summary

We are seeking a highly skilled Contact Center Administrator to join our team at Mutual of Omaha Mortgage. As a key member of our contact center operations team, you will be responsible for managing the day-to-day administration, configuration, and performance optimization of our contact center platforms.

Key ResponsibilitiesPlatform Configuration & Administration
  • Configure and maintain the various components and workflows of our contact center platforms, including IVR, queues, routing, skills, campaigns, and SMS/MMS messaging.
  • Create and maintain users and workgroups, provision TFNs, DIDs, and campaigns.
  • Develop and generate contact center reports to ensure optimal performance.
  • Publish and maintain reports and dashboards to provide real-time insights.
  • Monitor platform logs and adverse contact center events, resolving or escalating issues with a sense of urgency.
User Support
  • Provide timely and effective support to users, adhering to business SLAs (service level agreements).
Platform Integration
  • Develop and maintain APIs to integrate our telephony and messaging platforms with CRM and scripting tools.
Requirements
  • Minimum 3 years of hands-on experience as a Contact Center Administrator in a high-volume call center.
  • Direct experience in Five9, Twilio, and Salesforce is a plus.
  • Excellent written and verbal communication skills.
  • Self-starter, problem-solver, and solution-oriented.
  • Bachelor's Degree in technical fields (engineering, computer science, network, information technology, and related fields) or equivalent experience.
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