About Us:

We are dedicated to revolutionizing the healthcare industry by connecting qualified prospects with our network of brands & partners. A core function of our business is the performance of our cloud contact center and call distribution platform. We generate leads/calls for our for our brands receive high-quality opportunities dynamically based on availability, price and more. We are looking for candidate to manage, optimize, and oversee our telephony/call-distribution operations.

Position Overview:

We are looking for a Contact Center Operations Administrator to work remotely full-time. You will manage the daily operations of the contact center, lead a team of agents, and deliver excellent customer service. You will also improve processes, track performance metrics, and enhance efficiency and customer satisfaction. This role is crucial because we generate and handle millions of calls a day using automated dialing platforms. You should have a lot of experience with these platforms, especially Convoso.com and DialedIn (chase), and know how to route and distribute calls effectively. You will oversee hundreds of agents, refine call procedures, and ensure the best quality of performance.

Key Responsibilities:

Telephony Management:

- Oversee and manage all telephony operations, including our Convoso.com cloud dialing platform and Retreaver.com call routing system.

- Optimize dialing strategies to maximize lead generation and agent efficiency.

- Monitor and analyze call metrics to identify areas for improvement and implement necessary changes.

- Ensure compliance with industry regulations and maintain the highest standards of data security and customer privacy.

- Troubleshoot and resolve any telephony-related issues promptly to minimize downtime.

- Develop and implement telephony policies and procedures to improve overall contact rate

Call Center Support:

- Lead dial strategy maintenance and development.

- User and account creation.

- Call routing management and call analytics.

- Provide user training materials.

- Create and monitor reporting for sales teams.

Lead Management:

- Oversee lead posting and lead tracking management.

- Manage lead distribution.

- Track lead KPIs and maintain/update workflows and monitor performance related to leads.

Qualifications:

- College Degree or at least 3 years experience managing a cloud contact center such as ViciDial/Five9/Chase/NiceCX/Convoso.

- Expertise in using and managing Contact Centers like Convoso or Call Distribution platforms.

- Strong analytical skills with the ability to interpret and act on call metrics and performance data.

- Excellent problem-solving skills and the ability to troubleshoot technical issues effectively.

- Strong leadership and team management skills with the ability to train a large team of agents.

- Excellent communication and interpersonal skills.

- Knowledge of industry regulations and best practices in data security and customer privacy.

Preferred Skills:

- Telephony engineering experience, including creating and maintaining IVR scripts.

- Contact Center certifications (e.g., Contact Center Essentials, Building IVR Scripts).

- Real-time monitoring and analysis of outbound contact campaigns.

- Proficiency in SQL and Access.

- Experience in creating active scripting for call agents using JavaScript.

- Background in building, modeling, and maintaining extraction strategies and call selection lists.

- Ability to analyze and create detailed performance reports for call campaigns.

What We Offer:

- Competitive salary and bonuses

- Flexible working arrangements (remote work options available).

- A supportive work environment, skills development and opportunity to move up into leadership roles.

- The chance to be a part of a start-up company containing leadership with proven track-records of starting, building and selling innovative growth companies.

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Contact Center Operations Administrator